Customer Experience Team Leader

Customer Experience Team Leader 
Location: Berlin
Department: Product & Customer
Position type: Full time, hybrid on a 12-month contract.

We're looking for a dedicated and people-first Team Leader to help shape the daily success of our Customer Experience team in our Berlin office. You'll be at the centre of operations—supporting a team of Customer Experience Advisors, resolving complex customer queries, and ensuring every customer interaction reflects our high standards.

You'll be the go-to expert for platforms, workflows, and service policies while coaching and developing your team to thrive. This role is perfect for a natural leader who loves balancing strategy with empathy and thrives in a fast-paced environment where no two days are the same.

• Lead and support a regional CE team to deliver timely, high-quality service across all contact channels.
• Act as the second point of escalation for complex or sensitive customer cases.
• Monitor performance metrics (e.g. Intercom volumes, Trustpilot reviews) and manage team coverage.
• Perform daily quality checks, deliver coaching, and contribute to tailored development plans.
• Collaborate with Operations, Pricing, and Logistics to resolve urgent cases and streamline processes.
• Facilitate onboarding, technical training, and ensure knowledge content stays up to date.

•  Proven leadership or senior experience in a customer service or contact centre environment.
• A clear communicator who stays calm under pressure and confidently handles escalations.
• Highly organised with strong prioritisation skills and a proactive mindset.
• Comfortable using support platforms and tools  with a tech-savvy approach.
• Experience in training, coaching, or quality assurance is highly desirable.
• Bonus: Interest or experience with photography gear and related products.

 Better, Connected: We work collaboratively and embrace diversity, creating a safe space for all

Empowering and Empowered: You enable your team to grow by providing the tools, trust, and accountability needed to make confident, customer-focused decisions

Insight-driven: You make informed decisions based on performance data, contact trends, and customer feedback to elevate the experience and team impact.

Agents of Change: You adapt quickly to possible challenges and support change initiatives that improve the customer journey and team performance.

Focussed on Excellence: You proactively raise the bar for customer experience by using quality assurance, insights, and a performance-driven mindset

Passionately Ambitious: You inspire high standards and continuous improvement through coaching, feedback, and a commitment to service excellence

We are MPB, the largest global platform for used photography and videography equipment. Our platform transforms the way that people buy, sell and trade in photo and video kit. MPB is a destination for everyone, whether you've just discovered your passion for visual storytelling or you're already a pro.

We recognise the benefit of inclusive practices to better build a diverse community here at MPB. Our commitment to ensuring inclusion fuels and connects us as one with the diverse community of visual storytellers that we serve.

MPB customers come from all walks of life, and so do we. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of family makeup, race, sexuality, religion, gender identity, disability or age. At MPB, every employee has the opportunity to make an impact and grow.

Benefits

We support our staff and their careers in every way we can and we offer the following benefits:

• You'll get 20 days of statutory holiday, plus 8 additional days from us—with the option to buy up to 5 more each year + 2 days of volunteering leave + 1 day a year to focus on your well-being
• Urban Sports Membership discount
• Retirement & pension plans
• BVG ticket discount (50%)
• MPB Employee discount and uplifts
• Employee Assistance Programme (EAP)
• Learning Management System (the "MPB Learning Lab")- You'll have access to thousands of free courses to up-skill in any areas you'd like, personal or professional
• Enhanced paid parental leave
• Summer and winter employee events
• Financial assistance scheme
• Milestone Gifts - €150 Amazon voucher to celebrate the arrival of your new baby; €150 Amazon voucher for you and your partner when you tie the knot or enter into a civil partnership
• Dog friendly office