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Head of Care - Remote

Posted 7 days ago
Matera logo

Matera

Customer Service
Full Time
Berlin, Germany
75,000 - 100,000€

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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.

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