Teamlead Account Management / Customer Success Team Lead Account Management / Customer Success

About

As the Team Lead Customer Success, you will be responsible for leading and developing the Customer Success team, effectively handling customer inquiries and complaints, and planning and implementing strategies to grow customers.

As Teamlead Account Management, you are the interface between our customers, our fulfillment center and customer service. You ensure that the daily processes on site run smoothly, that our SLAs are adhered to and that your team works with high quality and enjoyment. With your organizational skills, your commitment to service quality and your flair for your team, you strengthen operational excellence on site, continuously develop customers and achieve a very high level of customer satisfaction.

Your tasks

• Management, control and support of the account management team directly in our Fulfillment Center in Erfurt/Apfelstädt
• Management and training of employees
• Planning and monitoring of capacities and performance
• Analyzing data and deriving measures to continuously improve service quality
• Ensuring compliance with SLAs and KPIs through continuous monitoring
• Regular exchange with customers to obtain feedback, improve processes and resolve escalations
• Further development of customer accounts
• Development and maintenance of workflows, automation and templates to simplify processes

Your experience

• Several years of experience in account management, ideally in logistics, fulfillment or e-commerce
• Leadership experience (technical and / or disciplinary) in the management and development of teams
• High service orientation and enjoyment of looking after and supporting customers
• Very good organizational skills, especially in the area of personnel planning and monitoring
• Experience in working with ticketing and CRM systems as well as in process optimization
• Analytical thinking and experience in working with KPIs and SLAs
• Strong communication skills and a confident manner towards customers and team members
• Fluency in German and English
• Successfully completed studies

What we offer you

• Market‑leading e‑commerce scale‑up company with global ambitions in a strong growth phase
• Outstanding, ambitious, young and international team with exceptional talent
• Positive and energetic atmosphere in a down‑to‑earth, honest and open company culture
• Intersection of family and team: strong bond, fair error culture, joint top performance
• Attractive salary, performance‑based bonus, attractive participation in the company's success via a VSOP

Your benefits - growth, impact & team spirit

• Enormous personal growth
• Modern technical equipment from day one (choose between Apple and Windows as well as additional devices)
• 27 vacation days for relaxation and compensation
• Regular team events, summer and Christmas parties
• Employee participation pool (VSOP)
• Egym/Wellpass membership