Team Lead Customer Operations

We are Billie, the leading provider of Buy Now, Pay Later (BNPL) payment methods for businesses, offering B2B companies innovative digital payment services and modern checkout solutions. We are to create a new standard for business payments and have made it our mission to simplify the purchasing experience for all businesses making it a tool for growth. Our solutions are based on proprietary, machine-learning-supported risk models, fully digitized processes and a highly scalable tech platform. This makes us a deep-tech company building financial products, not the other way around. We love building simple and elegant solutions and we strive for automation and scalability. **About the role**: We are looking for a Team Lead Customer Operations that will be working hand in hand with our talented Inhouse Customer Operations team, and where you will drive and deliver best in class service for our B2B clients. You will have the chance to: - Shape and manage at-scale customer facing operations (Customer Support, Collections, Dispute Management, Payment Operations) - Lead and develop our Inhouse Customer Support Team (8 - 12 people) as well as actively manage our Partner Teams to ensure excellent Customer Experience - Co-create the Customer Support Strategy together with other departments (Product, Sales, Account Management, Tech, Partnerships, etc) and deliver initiatives E2E to meet our short and long term company goals - Build effective cross-departmental processes in the light of Product Integration, Market Expansion and Partner Expansion **Who we are looking for**: - You have at least 3 years of experience in a similar leadership position in Operations - You have a proven track record of successfully leading a customer facing team where you continually support people throughout their personal development path - Ideally you have worked with Customer Support Partners/Vendors before - You enjoy thinking beyond the status quo and to kickstart improvement initiatives. - You are able to drive change and help your team through the change process - You are data driven but also trust your gut feeling - You have strong communication and stakeholder management skills - You are fluent in English and ideally have proficient German skills **What we offer**: - Flexible work hours and trust in your ability to deliver, empowering you to take control of your work-life balance - Hybrid working approach enabling a good balance working from home and the office - One of the best Virtual Shares Incentive Programs in the market, so that everyone at Billie is invested in our success - Our "Catch a Ride with Billie" program, that enables discounted access to Berlin Public Transport (BVG) - A yearly development budget to broaden your skill set and horizons - Free German group classes - An English-speaking, multicultural team with more than 46 nationalities - Great office space at Checkpoint Charlie with free gym access, barista coffee, drinks and more Billie offers you the opportunity to be a part of one of the fastest-growing Fintech startups in Europe following the mission to innovate to create new freedom for businesses of all sizes. Our combined decades of experience in B2B Financing and Payments in a market thirsty for innovation and change make this a fantastic possibility to get into the most dynamic space in tech. Join an international team of talented, passionate people where drive and merit matter. We work in nimble, cross-functional teams with open communication lines across the company. You'll be surrounded by smart people from a wide variety of backgrounds from which you can learn and that want to learn from you. Are you ready to join Billie? - Billie is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment in our workplace. By embracing talents and abilities of all kinds, we aim to boost motivation and team creativity. We do not discriminate on the basis of race, religion, national origin, age, marital status, gender, _political views, beliefs, sexual orientation, color, disability status, or any other demographic factors._