Coordenador managing CRM platforms for client engagement at Banco Mercantil. Involvement in strategic business and technology initiatives focusing on customer experience.
About the role
- Operations Manager responsible for enhancing Customer Success through data-driven strategies at a Berlin healthtech startup. Focused on customer experience, efficiency, and process optimization.
Responsibilities
- Hands-on involvement in day-to-day operations to directly understand customer needs and derive sustainable process improvements
- Analyze recurring customer inquiries and feedback, deriving actionable recommendations to continuously improve processes and the customer experience
- Define, track and optimize relevant KPIs, SLAs and performance data, and translate findings into operational improvements
- Identify optimization opportunities in customer service and support Customer Success leads in IT- and AI-enabled scaling, automation and process optimization
- Own results and KPI development for designated areas; develop solutions for complex inquiries to ensure long-term customer satisfaction
- Lead cross-functional projects to achieve OKRs (e.g., efficiency gains, CSAT optimization, scalability)
Requirements
- 2–5 years of experience in Customer Success or customer service, ideally in a tech-driven or fast-growing environment
- Strong data affinity and confident use of CRM, BI and analytics tools
- Process-oriented mindset, quick identification of inefficiencies and structured, sustainable implementation of improvements
- Clear and persuasive communication, an empathetic manner and enthusiasm for our product
- Structured, solution-oriented working style and proactive drive to scale, automate and optimize processes
- High affinity for technology and AI, leveraging automation as a scaling lever
- Hands-on operational involvement to derive improvements first-hand
- Fluent German at C2 level, both spoken and written
- Good English skills (at least C1)
Benefits
- Urban Sports Club membership for your fitness
- Family & Friends coupon for the Patronus watch
- Up to 30 days of vacation (starting with 26 days in the first year and 28 days in the second year)
- Annual Learning & Development budget for personal learning and growth
- Clearly structured career framework for your professional development
- 360-degree feedback reviews (twice a year) to support your professional and personal development
- Exclusive corporate benefits with great offers
- Discounts at restaurants near the office
- Choice of hardware (MacBook or Lenovo)
- Modern office in the vibrant Friedrichshain district
- Job ticket for a stress-free daily commute
- Up to 2 days per week of remote work
- Get moving: lease a bike at a discounted rate via Mein Dienstrad
- Regular company and team events to foster team cohesion
- Team spirit instead of cutthroat mentality — we achieve more together
- Help develop a product that delivers real societal value
- Quarterly company brunches for networking and exchange
- One company volunteering day per year where we do something good together
Job title
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