Customer Success Manager
•DiligentcorporationHybrid· 5h
🎧 Support⏰ Full-time🎯 Lead / Principal🇳🇿 Auckland, New Zealand
5h ago
FINN·4 months ago
At FINN, we are building the future of mobility by making car subscriptions more seamless and sustainable than ever before. As Germany's leading platform and fastest-growing startup, we offer you the opportunity to take true ownership and scale a business that is changing how people move. You’ll be joining a high-performing team of 350+ colleagues from 50+ nations and we’re just getting started!
More information: www.finn.com
As Team Lead Customer Service, you will drive the scaling of our customer service and shape how we define Customer Experience (CX) at FINN.
You will be responsible for the day-to-day operations and confidently guide your team of 5 to 10 agents through our scale-up phase. In this role, you will proactively build scalable processes and ensure that our service quality remains at an excellent level even during rapid growth. You work data-driven and use KPIs as an active foundation for management. Your day will be a mix of 1:1s with your agents, steering based on performance data and quality assurance, as well as handling escalation management for tricky cases.
Additionally, you will closely collaborate with Product, Tech, and other departments to address challenges within your area early on and drive process improvements. You will report to the Head of Customer Service and, together with her and your three team lead colleagues, shape the strategic development of Customer Service at FINN.
Impact from Day 1: You own your own initiatives, drive them forward with speed, and work closely with the leadership team to shape how we take Customer Service at FINN to the next level.
Customer Care of Tomorrow: For us, Artificial Intelligence isn’t just a buzzword, it’s our first level of support. You will actively co-create how we blend AI with human expertise.
Tooling with Substance: You’ll work with Zendesk, Looker, Assembled, as well as internally developed tools tailored exactly to our workflows. You will help shape how they evolve.
Leadership in a Team: You are part of a four-member team lead group that makes decisions together, coaches one another, and shares initiatives.
Growth Potential: FINN has massive growth potential. This is your chance to develop rapidly and succeed within a highly motivating startup environment, working on challenging projects in cross-functional teams.
Munich Location & Relocation Support: Your life is (or will be) centered in Munich (3 days in the office, 2 days home office). If you don't live here yet, we are more than happy to support your move and start in the city with an attractive relocation bonus (moving allowance).
Lead and Develop a Strong Customer Service Team: You target and support your team members in their professional and personal growth through individual coaching, regular feedback sessions, and clear development plans. Additionally, you actively participate in recruitment and hiring processes, inspiring new talent to join FINN.
Data-Driven Leadership: You consistently steer your team based on performance KPIs such as CSAT, First Response Time, Resolution Time, and tickets per agent. Utilizing analysis and reporting tools alongside insightful dashboards, you derive concrete actions for both performance and team development.
Process Optimization: You identify bottlenecks in the customer journey and implement solutions that increase your team's productivity while guaranteeing a first-class customer experience.
Experience: You have at least four years of experience in Customer Service, ideally within a dynamic environment such as a startup or scale-up, along with a minimum of two years of leadership experience.
Analytical Mindset: You work in a structured, data-driven manner, constantly challenging existing workflows and continuously implementing improvements with a measurable impact.
Proactivity: You think beyond your immediate area of responsibility, actively bringing cross-functional topics to the table and driving them forward independently.
Resilient Leadership: You lead your team with clarity and energy, even during high-workload phases. You provide guidance, foster accountability, and consistently develop your team even when priorities shift rapidly.
Language Skills: You speak fluent German (C2 level) and have excellent English skills (at least C1 level) to successfully collaborate in an international environment.
Shared Success (VSOP Equity): We win together. Through our Virtual Stock Option Program, you profit directly from the long-term growth and success of FINN.
Fuel your Growth (€3,000 Development Budget): Standing still is not an option. With an annual development budget of €3,000 for training, courses, and seminars, you decide how you want to grow personally and professionally.
Family First (Kindergarten Subsidy & Flexibility): We support you and your family. Benefit from a monthly childcare subsidy, exclusive access to kindergarten spots in Munich, and maximum flexibility to balance work and family life stress-free.
Company Pension Scheme (bAV): We think about your future. FINN subsidizes your company pension plan with a strong employer contribution of 66%.
Experience our Product (25% Auto Subscription Discount): Become a FINN driver yourself! You will receive a generous 25% employee discount on your car subscription, or alternatively, you can take advantage of our attractive bike leasing options.
Health & Mindset (Sports & Wellbeing): Your energy drives us. Benefit from a subsidized EGYM Wellpass membership for fitness and sports, alongside professional mental health support.
Munich Office Life: Barista-quality coffee at the touch of a button, matcha, and the classic fresh fruit basket await you at our modern headquarters in Munich. On top of that, we provide a daily lunch subsidy for your meals.
Team Spirit & Corporate Events: We are more than just colleagues. Whether it's summer events by the lake or a relaxed after-work drink, we celebrate our milestones together at regular team events.