Teamlead - Customer & Fulfillment Support (f/m/d)

About Us

Zenjob is a Berlin based fast growing digital staffing company backed by strong international investors including Acton Capital, Atlantic Labs, AXA Venture Partners, Forestay Capital, and Redalpine Venture Partners. Our technological staffing solution is being used by thousands of students and hundreds of well-known brands in sectors such as e-commerce, logistics, fashion retail, food retail, and services. Having closed a $30m Series C financing round in 2020, the company is continuing a rapid roll-out of its services and further expanding internationally.

In this context, Zenjob is looking for an energetic, and hands-on team lead who’s passionate for customer success, to build and run our new Customer and Fulfilment Support team. We are looking for someone with a ’can-do’ mindset to join us to maximize our customer relationships by implementing and improving scalable Support processes as well as successfully managing fulfilment focused projects for our growing Account Management Organization. This position is based in our HQ in Berlin.

What you’ll do

• Deliver exceptional customer support & fulfilment support experiences for customers and for internal stakeholders
• Set up scalable frameworks, structures and processes, including tiered support, staff and capacity planning
• Drive team productivity by implementing best practice customer support processes as well as effective fulfilment tactics
• Design and drive the measurement framework needed to drive change management and build the capability to deliver our target business outcomes
• Define and implement a 12 months plan for Customer Support, scale the team, develop internal talent, balance effectiveness and ensure international coverage
• Function as a passionate customer advocate, maintaining a deep understanding of our customer experience and provide internal feedback on how we can improve our product and other customer touchpoints
• Communicate on outcomes, operational insights, achievements and quarterly progress on key initiatives in a compelling manner

What you’ll bring

• 5+ years of experience in similar roles in a customer facing support/ care organization
• Experience in building and managing high performing teams and developing people with empathy
• Passionate for our customers’s success and for exceeding their expectations
• Strong quantitative and analytical skills, strong attention to detail
• Self-starter with ability to have the team successfully drive multiple projects simultaneously
• Outstanding communication skills, both written and verbal, with fluency in German and English.
• Creative problem solver with a bias for action and a high degree of independence
• Familiarity with Salesforce.com (or similar CRM System) will be an advantage
• Curious & self-motivated with ability to learn quickly
• Flexibility and resilience to work in a fast growing and changing environment

What we offer

• A supportive, open, and fun team that will have your back from day 1
• 28 days of vacation (increases based on tenure to up to 30 days), 1 day special leave paid for charity work, 5 days of paid educational leave, option of unpaid leave
• Hybrid work set-up combining office & remote work, flexible working hours, bring your dog policy
• Ongoing focus on your personal development (annual development budget of EUR 750, mentoring opportunities, continuous career conversations)
• 50% subsidy on Urban Sports Club, 25% discount on FitX gym membership
• 40 EUR credit for Rydes - a sustainable mobility solution spanning public transport, bike sharing, etc.
• Quarterly team events, winter party, summer party, budget for employee’s birthdays & anniversaries

Check out our culture video to see how it’s like to work at Zenjob: Meet Zenjob - our culture, values and team

If this sounds good, then we’d love to find out more about you! Apply and send in your application.