Teamlead Customer Service Controlling & Tools (m/f/d)

Our customer service team is responsible for controlling our external call center. The team ensures the best possible customer support and satisfaction and continuously develops our service offering.

As a team leader (m/w/d) Customer Service Controlling & Tools, you are responsible for the KPI, performance and cost control in the customer service and the further development of our tool landscape. You work data-driven, strategically and closely with internal stakeholders as well as external service providers.

Professional and disciplinary leadership of the Customer Service Controlling & Tools Teams Responsibility for KPI, performance and cost control including Analysis, control and further development of central customer service key figures Cost Controlling incl. budget planning, monitoring and ensuring budget maintenance Development and development of dashboards, reporting and automation Creation, preparation and dispatch of regular reporting for different target groups Forecast of incoming ticket volumes as a basis for capacity and cost planning and forecasting to control our external service providers Close cooperation with external service providers and internal teams (including BPO Steering, Incident Management, Accounting, Project Management, Tech) Tool & System Management (including CRM, Telephony and Translation Tools) Active design of digitalization and AI topics in customer service (e.g. mail tray, chat tray, voice tray)

Multiannual relevant professional experience in controlling, customer service, operations or a comparable environment incl. Management experience Very pronounced analytical and KPI-driven operation Strong cost and budget awareness combined with strategic thinking Very good communication capability and ability to make complex facts understandable and derive measures from it Secure appearance to senior internal and external stakeholders Affinity for automation and AI topics Secure handling of Excel / Google Sheets Experience with CRM systems desirable (ideally Zendesk) Very good knowledge of German and English in word and writing

Flexible working hours Occupational pension 40% discount in our online shop Organic fruit and beverages Free language courses (German & English) Free Sports (Football, Volleyball, Yoga) & Benefits of Fitness Offers Mobility grant Free choice of hardware and operating system (Mac, Windows) also for private use Modern office near Hamburger Rathaus Agiles working environment and cross-functional teams Dogs allowed Further education