Head of Care - Remote

Overview

As Head of Care, you will be responsible for shaping the development of our Care Department, managing a team of over 30 employees by 2025, and working closely with our Country Manager and VP Care in France.

In Short

• Support and continuously develop the Customer Care team.
• Set clear goals for NPS, churn rate, and upsell, and implement them successfully.
• Develop an inspiring vision for the Customer Care team and embed it throughout the organization.
• Foster talent and train leaders within the Customer Care team.
• Ensure an efficient team and organizational structure to achieve company goals.

Requirements

• At least 3 years of experience in Customer Service and 2 years in team management.
• Ability to design efficient customer service processes and optimize customer experience.
• Data analysis skills to understand customer behavior and identify improvement opportunities.
• Excellent communication and recruitment skills, working effectively with various teams and stakeholders.
• Fluent in German and English (French is a plus).

Benefits

• Salary of 75,000-100,000€ plus attractive company share options.
• Matera benefits: discounted membership for Urban Sports Club, lunch vouchers, and a monthly public transport subsidy.
• Autonomous work with creative freedom in a growing SaaS startup.
• A motivated team where fun is also a priority.