As the Head of Customer Success, you will be responsible for overseeing all aspects of our customer service operations, including B2C and B2B customers. You will lead a dedicated team to ensure our customers receive exceptional support, timely resolutions, and a positive experience at every touchpoint after the booking is completed. If you are up for a challenge and motivated to build a smoothly running Customer Success engine, this position gives you the opportunity to demonstrate you are capable. Tasks Develop and implement a comprehensive Customer Success strategy across departments and in line with our ambitious company goals. Lead a team of Customer Success Agents, fostering a culture of continuous improvement and excellence. Monitor and analyze customer service metrics to assess performance, identify areas for improvement, and implement necessary changes. Develop and maintain Customer Success policies, procedures, and standards to ensure consistency and quality in service delivery (also for our outsourcing partner). Zendesk Owner: You are responsible for Homelike's strategic use of Zendesk and maximizing its value for Homelike. Requirements Proven experience (3-5 years) in a customer service leadership role, preferably in a tech startup/scale up or fast-paced environment. Strong leadership, communication and project management skills with the ability to motivate a team. Experience in analyzing and (re-)designing processes to ensure smooth operations and scalability with a strong customer-centric mindset. Proficiency in setting up and using Zendesk and the ability to use technology to Homelike's advantage. Strong analytical skills and the ability to make data-driven decisions. Demonstrated ability to handle high-stress and conflict situations with professionalism and strong problem-solving mindset. High level of motivation and hands-on mentality, not someone looking for a 9 to 5 job. Benefits What you can expect from your Homelike journey: Work-Life-Balance Flexible Working: Choose your work arrangement and work either entirely remotely or from our modern office hubs Workation: Work from anywhere up to 60 days per calendar year 30 Paid Vacation Days: Benefit from 30 paid vacation days per year, in addition to public holidays Additional Day Off: Make use of an extra day off for life events such as marriage or moving houses Learning & Development Homelike Academy: Develop new skills by participating in monthly internal training academies moderated by Homelike´s experts. 360° Feedback: Receive regular and/or holistic feedback from your manager, peers, and stakeholders for your professional growth. Team Shadows: Gain interesting insights and exposure by shadowing different departments. External Guest Speakers: Broaden your perspectives and network with industry experts, or influential individuals from outside the company Modern Culture Global Talent Team: Join a diverse global team with 20+ nationalities based in 7 countries around the globe. Entrepreneurial Empowerment: Contribute your ideas and make a substantial impact on the company's success. Agile Mindset: Be part of tech-driven solutions and a flexible way of thinking that enables people to react quickly and adapt to changing situations. Talent Engagement : Get involved in different learning groups or guilds to strengthen relationships outside the work setting. If you are passionate about delivering outstanding customer service and have the experience and skills to lead our customer care team, we would love to hear from you. #J-18808-Ljbffr
