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Customer Support and Compliance Team Lead

vor 1 Monat


Berlin, Berlin, Deutschland SIDES (SimplyDelivery GmbH) Vollzeit
Job Summary

We are seeking a highly skilled Customer Support and Compliance Team Lead to join our team at SIDES (SimplyDelivery GmbH) in Berlin. As a key member of our leadership team, you will be responsible for leading the customer service team, ensuring compliance with relevant regulations, and driving strategic initiatives to deliver exceptional customer experiences.

Responsibilities
  • Team Leadership: Lead, mentor, and develop a high-performing support team to consistently deliver high standards of customer service performance.
  • Compliance Management: Ensure all support processes comply with industry standards, company policies, and customer requirements. Develop and maintain a compliance framework that meets regulatory requirements.
  • Process Optimization: Identify and optimize support processes and workflows to increase efficiency, accuracy, and customer satisfaction. Utilize data-based insights to inform strategies.
  • Quality Assurance: Establish and monitor quality metrics for support interactions to ensure customer satisfaction and consistency in service. Conduct regular audits and provide feedback for continuous improvement.
  • Escalation Management: Serve as the point of contact for complex or critical issues to ensure fast and customer-centric solutions.
  • Cross-Functional Collaboration: Work closely with Product, Sales, and Compliance teams to align support initiatives with overall business objectives.
Requirements
  • Experience: At least 5 years of professional experience in a customer service or compliance role, including at least 2 years in a leadership position.
  • Industry Knowledge: Experience in SaaS, tech, or software industries, ideally in a high-growth environment.
  • Compliance Expertise: In-depth knowledge of compliance frameworks and relevant regulations in the support area, as well as experience implementing compliance measures.
  • Skillset: Excellent problem-solving, communication, and leadership skills. Familiarity with support and compliance tools (e.g., CRM systems like ZohoCRM, ticketing systems like ZohoDesk).
  • Analytical Skills: Strong analytical and reporting skills to translate data into actionable insights.
  • Interpersonal Skills: Ability to collaborate with cross-functional teams, effectively manage relationships, and ensure alignment with business objectives.
  • Language Proficiency: Fluent German and English language proficiency (C1/C2) in both written and spoken form.
Benefits
  • A Recipe for Success: We have been a leading player in the food service/delivery industry for over a decade.
  • Add Ownership: You will have the opportunity to shape your talent and ideas, with freedom and responsibility in your daily work within your team.
  • High-Quality Work Equipment: You will receive first-class equipment to carry out your work successfully.
  • Hungry for Growth: Personal growth and continuous learning are our top priorities.
  • Baking a Positive Workplace: You can expect a fantastic office in the heart of Berlin (Schöneberg).
  • Perks: Company discounts, access to several employee discounts, discount on a gym membership, e-learning opportunities, mental health app facility: InstaHelp, snacks and drinks in the office.