Head of Customer Support

FINN makes mobility fun and sustainable. With a flexible car subscription, we bring a true e-commerce experience to car ownership and offset all CO2 emissions along the way. Join our fast-growing team to build the most popular auto e-commerce platform as we launch new product lines and expand internationally. We work with the best car brands in the world and are backed by leading global investors. **Your Role** "Customer First” is one of our core values at FINN. As Head of Customer Support, you are directly responsible to translate this into our daily work and make our subscribers the happiest and most loyal ones in the world. Your main area of responsibility is to manage and grow our world-class team while providing the agents with the required tools and structure to work efficiently and serve our customers at the highest standards. **Why FINN?**: - With massive growth potential, FINN allows you to quickly develop and succeed in a highly motivating startup environment with ambitious challenges in cross-functional teams. - Excellent fixed salary, significant virtual equity share of the company, along a yearly personal development budget of 3,000€. - Our open, modern office in the middle of Munich is known for loads of fun with amazing colleagues and frequent team events. - You want to drive your own car with FINN? - Get one with our employee discount program. **Your Responsibilities**: - Play a lead role in formulating the strategy: As Head of Customer Support, you define the key strategic direction for the team objectives and regularly monitor key results. To increase efficiency and deliver best in class customer support, you continuously analyze the performance of the team and derive measures. - Grow and lead an incredible customer support team: By defining a sustainable strategy, you scale a team of world-class agents who support our customers in every concern. You structure the team as it grows, clearly define responsibilities within it and develop our team members together with your team leads. - Drive change and improve efficiency: You are responsible for orchestrating improvements to increase efficiency of the team. In close collaboration with our Product Managers and Engineers, you have the opportunity to define a custom tooling landscape that enables the team to deliver an exceptional customer experience at scale. - Disseminate insights cross-functionally: As Head of Customer Support, you keep abreast of what our customers want and need at all times. You’re interested in incorporating data to identify trends, and are eager to share your learnings throughout FINN. You are an effective communicator and know how to reach and engage different audiences to drive them to action. **Your Profile**: - 5+ years of experience in customer care / customer service, with at least 2+ years in a leadership position, e.g. as Head of Customer Service. - You have a completed apprenticeship or bachelor degree. - Previous experience in consumer-focused tech or e-commerce startups preferred. - Track record of successfully managing, coaching, and developing a team. Experience with managing BPOs and remote teams is a plus. - Extremely data-driven with experience in customer service software (i.e. Zendesk) and CRM tools (i.e. Hubspot). - Structured mind with attention to detail, always eager to optimize you and your team's efficiency. - Excellent communication skills in German and English - both verbal and written. **Interested?** **Equal Opportunities for Everyone** FINN is an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees.