Senior Specialist - Account Services Team Lead

Job Details

Our Customer Service Team (the Happiness Deliverers) is expanding, and we have an exciting opportunity to join our team in Berlin! We are looking for a Group Lead to head our B2B Customer Service Team for Field Accounts.

This team manages the long tail of dealers, ensuring they receive exceptional support and service. The ideal candidate will possess an understanding of B2B / Account Services procedures, provide robust team support, and strategically plan based on past workload trends to ensure continuous, live customer service.

Your Mission

• Lead and Support : Lead a team of up to 10 B2B Customer Service Representatives based in Berlin and Zurich, ensuring seamless cooperation internally and with external B2B partners.
• Operational Excellence : Maintain a structured and process-oriented approach to ensure smooth operations. Support your team in daily business, where performance and soft skills are key to success.
• Strategic Planning : Analyze past workload trends and strategize for future demands to ensure the team is always prepared to serve our customers live.
• Performance Monitoring : Track relevant success metrics, identify business priorities, and translate them into actionable plans for your team.
• Quality Improvement : Work with the Happiness Delivery Operations team to drive quality improvements in individual and team performance.

Take action to increase team motivation.

• Stakeholder Representation : Represent the team in internal stakeholder initiatives and activities related to the returns process.
• Collaboration and Hiring : Collaborate with peers and coaches in hiring and onboarding new team members. Contribute to strategy creation and drive implementation with the Happiness Delivery leadership team.
• Role Model : Lead by example, acting as a role model for your team members. Combine your expertise with our global Happiness Delivery team to enhance performance and ensure a consistent customer experience across locations.

Your Story

• Relevant experience within the customer service industry, preferably within a B2B setting.
• Proven ability to work in a demanding, entrepreneurial, fast-changing environment with a lot of freedom and responsibility.
• Understanding of B2B customer service and the needs and challenges of retail partners preferred.
• Experience in operational Customer Service topics or willingness to grow in this field.
• Experience or interest in front office support, being the first point of contact for internal and external customers via dealer-platform, email, or phone.
• Inspiring team leader with a diligent, organized, and reliable working method and high attention to detail.
• Experience in developing and managing a team.
• Hands-on mentality with a proactive approach to work.
• Natural desire to constantly re-think, question, and optimize B2B customer service operations.
• Experience working with a CRM System is required; intermediate Excel skills preferred.
• Fluent English skills written & spoken; German or any other European language skills are a plus.

Join us in delivering happiness and exceptional service to our B2B partners. Apply now to be a part of our dynamic and growing team in Berlin!

Meet The Team

Being in direct contact with our customers means we consistently surprise them with outstanding service. We see problems as challenges and aim to solve them positively.

Communication and enthusiasm are key in Customer Service. Dedicated to delivering the wow, we are a passionate team that supports each other, questions the status quo, and constantly strives to improve the customer experience.

That's why we are called Happiness Deliverers.

What We Offer

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically - to stay active, to learn, explore and innovate.

Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.