Customer Operations Lead - Berlin, Deutschland - Candis GmbH

Candis GmbH
Candis GmbH
Geprüftes Unternehmen
Berlin, Deutschland

vor 1 Woche

Lena Wagner

Geschrieben von:

Lena Wagner

beBee Recruiter
Beschreibung

About Candis:

We are a fintech scale-up working in an area ripe for disruption: accounting and bookkeeping.

Candis helps companies regain control over their accounts payable process (think:
collecting invoices, data entry, pre-account assignment, and payments).

By providing a well-designed and intuitive app, we strive to make working lives better-not just for accountants, but for every employee.


We empower finance teams with software to generate financial insights that support decision-making and help businesses scaleall while making a meaningful sustainable impact by reducing paper waste.


Our Values:

We live by one simple phrase
:YES WE CANDIS
-



YES:
Positive Thinking & Persistence - "Optimists find solutions, pessimists find problems

" And we know:

there is always a solution.
-
WE: Collaboration & Humanity
  • The whole is greater than the sum of its parts. We act as a company, but respect each person. We are empathetic and humble.
-



CAN:
Learning & Improving - "Try. Learn. Improve." We accept that we do not know everything and act fast to become better.
-



DIS:
Focus & Ownership - We execute with clear focus and make sure that tasks are delivered.


About the Role:


Are you a builder? Do you love solving problems and creating an exceptional customer experience? We're looking for a Customer Operations Lead to take the helm and grow this core team into a professional and well-oiled support machine.


We have a great product that our users love, but it's really our highly skilled support that sets us apart from the competition.

We're looking for someone who can ensure that we not only maintain but improve the quality of support our customers receive throughout their lifetime.

Better yet, your work will empower our customers with the tools they need to solve their problems independently.

You will have the space and freedom to establish your vision for outstanding customer support, and enable your team to deliver on that vision.


You will own metrics like customer churn (currently best-in-class at under 0.5%) and net promoter score (turning "wow" moments into customer referrals).

Your team will be at the heart of customer communication, relaying feedback, spotting patterns in tickets, and finding hidden bugs in order to help our development team and other key stakeholders to continue to improve our product.

**In your first 90 days, you will

  • Learn our product inside and out
  • Get to know our customers who they are and what matters to them
  • Become an expert in solving even the trickiest technical issues
  • Establish meaningful metrics to guide team members' efforts
  • Collate a list of the most relevant questions or topics (most annoying bugs, incomplete features, etc.)
  • Build internal resources, trainings, and knowledge bases, as well as plan external resources such as inproduct placements of help content, etc.

Here is what equips you best for this role:

  • You have strong communication skills in both German and English, to be able to support our customers with crystal clear and precise language, and collaborate with your English-speaking colleagues.
  • Previous experience leading a customerfacing team, in a B2B/SaaS company supporting 1000+ customers.
  • You have built and delivered customerfocused processes, and you are no stranger to working on metrics such as churn rate and NPS. You thrive on supporting your team to improve these metrics.
  • You have previous touchpoints with Accounting/Finance Teams or ERP systems.
  • You are an advocate for customers and not afraid to push for necessary changes.
  • You have experience with tools such as Salesforce or Intercom, and knowledge of how we can improve our use of them.
Mehr Jobs von Candis GmbH
Alle Jobs von Candis GmbH anzeigen