Hybrid Customer Operations & Success Lead – Support & Order Management

at Evalion

• Job title: Customer Operations & Success Lead – Support & Order Management
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: TypeScript
• Location requirements: Hybrid, Berlin, Germany

About the role

• Customer Operations & Success Lead overseeing support and order management for Evalion's platforms. Leading a team and improving processes in a hybrid role based in Berlin, Germany.

Responsibilities

• End-to-end responsibility for Customer Support, Customer Success, and Order Management (B2C & B2B).
• Team leadership & expansion: Lead the existing team (customer service & back-office / junior assessors).
• Planned growth (+3 to +9 additional team members) over the coming months — dependent on efficiency & process maturity.
• Set up & scale processes: Build, document, and continuously improve workflows (SLAs, escalations, knowledge base, QA checks).
• Ensure service quality: Monitor relevant KPIs (e.g., First Response Time, Time-to-Resolution, CSAT/NPS, backlog) and run feedback loops with Operations & Product.
• Manage order processing: Ensure all customer orders are completed, on time, and to high quality — from document checks to handover to assessors.
• Cross-company liaison: Close collaboration with Executive Management, Sales, Operations/Assessors, and Product/Tech; derive requirements from customer interactions.
• Hiring & enablement: Recruitment, onboarding, coaching, and development of the team; capacity and shift planning.
• Career perspective: Potential to develop into Head of Operations — with further option to COO, depending on team size, responsibility, and impact.

Requirements

• Initial leadership experience in building and managing customer service and order-fulfillment teams in a growing environment (startup/scale-up or similar).
• Proven process excellence: You have implemented scalable structures, SLAs, and QA mechanisms and managed KPIs operationally.
• Hands-on mentality: You can roll up your sleeves operationally while thinking strategically.
• Strong communication and conflict-management skills in German.
• (Highly) desirable: Experience in real estate / property appraisal. (Knowledge is a big plus but not required — we will train you.)

Benefits

• Impact & ownership: You will build a central company area — with real scope to shape it.
• Experience the scaling phase firsthand: steep learning curve, fast decisions, close access to management.
• Career path: Potential progression toward Head of Customer Operations / Director depending on team & performance responsibility.
• Competitive compensation: Market-aligned base salary plus performance-based components; significant growth possible as responsibility increases.
• Attractive compensation package: Tell us what you need — we'll try to accommodate.
• Work environment: Small, motivated team, modern tools, flexible/hybrid working.