Customer Success Team Lead

🕒 May 27

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Lassie

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

⚕️ Healthcare Insurance

Healthcare Insurance

Lassie is a company that provides pet health insurance, covering a wide range of veterinary costs for dogs and cats. They offer preventive health services and reimburse medical, surgical, and emergency care up to specified annual limits. Lassie also partners with Tractive to offer additional services like GPS tracking and health monitoring for pets.

📋 Description

• Lead, coach and develop a team of Customer Success specialists for the German market through regular 1:1s, feedback and career development • Own the team’s day-to-day operations – staffing, planning and ensuring SLAs and quality standards are consistently met • Ensure the team meets its goals and KPIs, and translates insights into concrete actions and improvements • Continuously refine processes, workflows and tools to scale our customer experience as we grow • Work closely with other departments to ensure the customer’s voice is heard and acted upon

🎯 Requirements

• Proven experience leading a customer-facing team, ideally in a fast-paced scale-up, insurance or FinTech environment • An authentic people leader – you enjoy coaching talent, developing team members and building a strong team culture • Goal-oriented and results-driven – you take ownership of targets and motivate your team to achieve them • Confident using CS tools (e.g., Intercom and Fin) and applying a structured, analytical approach to problem solving • Fluent in German, both written and spoken (required) • Confident in English, both written and spoken • A passion for pets and delivering exceptional customer experiences is a big plus

🏖️ Benefits

• The opportunity to be part of a dynamic company in an early growth stage • A flexible, warm and energetic company culture • An international work environment with plenty of room for initiative and short decision-making paths • The excitement of working on a unique product that makes the world a little better • A hybrid working model combining office and remote work • Deutschlandticket or Urban Sports Club membership • 30 paid vacation days per calendar year • After-work meetups and team events • Dogs are of course welcome in the office 🐶