Team Lead Customer Operations (m/f/d)

Do you want to develop Peter Park's customer service department from reactive support to a scalable, data-driven B2B operations service? As our business grows, so does the complexity in customer service – and that's where you come in. We are looking for a Team Lead Customer Success to build, lead and structure our B2B operations service team in such a way that excellent service reliably works even with increasing volume. In this role, you will take on real responsibility: you will standardize and automate processes, manage based on clear KPIs, and work closely with our Customer Success team as a co-owner to ensure sustainable customer retention. You understand service not as a cost center, but as a lever for customer retention and revenue protection. If you want to scale a customer service department from scratch and make a real impact while doing so, we look forward to hearing from you! Building and leading a team: Disciplinary leadership, building and developing a high-performing Service Operations team – including a strong feedback culture and clear career paths from Junior to Expert level. Transforming and scaling processes: You will develop our service from reactive support to standardized, scalable processes – with clear routing logic, SLA policies, workflows, and clean documentation. Escalation Management: Responsibility for structured management of Tier 2/3 escalations. You will act efficiently even in peak periods and communicate clearly upwards – following the Fact / Assumption / Risk / Recommendation principle. Data-driven management: Managing the department through reporting on SLAs, cause code hierarchies, workforce, and shift planning. Service cost – you make decisions based on data, not intuition. Automation and Tools: Reducing manual operations through automation (including Make.com – you design and manage, not build yourself) and developing our self-service and deflection solutions such as Help Center and Knowledge Base. Interface Management: Close interdepartmental collaboration with Customer Success, Product & Tech, as well as Field Service – as co-owner of customer satisfaction and retention. Experience: 3-5 years of experience in B2B Customer Operations / Service – in SaaS or in a technology/hardware B2B environment. Leadership Experience: Minimum 1 year of disciplinary leadership of an operations team. Transformation Competencies: Proven experience in transforming service layer processes from reactive to standardized/scalable – whether in a new company or as part of a significant spin-off/restructuring. Language Skills: German and English at native level (C1+). Scalable Mindset: You standardize processes, not heroically solve individual cases, and ask early on “How do we automate this?” instead of “How do we cope with the volume?”. Responsibility under pressure: In peak periods and during escalations, you remain capable of acting and escalate cleanly, rather than absorbing. Collaborativity, not territoriality: You act as a co-owner with the CSM team, share successes and risks, and don't think in silos. Entrepreneurial Mindset: You see service as a lever for retention and revenue protection – with commercial clarity even in the context of order cancellation and conflicts. Empathy and Resilience: You keep a cool head in challenging customer situations and adhere to a strong service ethos. Ticketing Systems: Hands-on experience administering and configuring an enterprise ticketing system (Freshdesk, HubSpot Service Hub, Zendesk, or Salesforce Service Cloud), including SLA policies, routing, workflows, and reporting – HubSpot Service Hub is a plus. Affinity for AI: Experience with AI-based ticket classification and automated responses. 40 hours per week (permanent contract) Home Office Policy: 3 days in office / 2 days remote Permanent employment contract Location: Munich Team Size: In the process of being formed For clearly defined escalation cases, a structured, planned, and compensated on-call duty within legal regulations is provided – without shift or permanent work. This is what your workday looks like with us Work with a view: Our office in Neue Balan offers more than just modern facilities: the roof terrace offers an alpine panorama, we grill together in the summer, and our team events ensure good spirits. Team Spirit and Impact Culture: Here your voice matters! We live flat hierarchies and a "you" culture from day one. This means: short decision-making paths, direct exchange with all levels, and a team that actively supports you. Your ideas are not only welcome here, but also heard. Freedom for your ideas: You take on responsibility and can actively contribute your ideas. We support your development – with real trust in your abilities. This is what we offer you additionally Your Benefits: Company pension plan, corporate benefits, and Jobrad bike leasing – and on top of that, you choose between a subsidized Deutschlandticket or EGYM Wellpass Your Flexibility: 29 days of vacation, flexible working hours, and EU-Workation possibility Your Setup: An onboarding that gets you involved right away, height-adjustable desks, and modern Apple equipment for your perfect start from day one Your Well-being: Healthy energy boost with free snacks (fruit, nuts, muesli), subsidized office catering, and weekly team lunch Your Fit: Tangible startup mentality in a financially secure and stable environment ✅ Ready for the next step? Then become part of our team – and shape the future with us! Send us your application with all relevant documents to recruiter contact. We look forward to hearing from you!