Head of Customer Service - Remote

Overview

As the Head of Customer Service at Pennylane, you will be responsible for all aspects of customer support and service for our SME product in Germany, working closely with international teams.

In Short

• Build and manage the customer service team in Germany.
• Provide hands-on support and direct contact with customers.
• Develop and implement a service strategy for excellent customer service.
• Collaborate with product and tech teams to incorporate feedback into development.
• Lead hiring, coaching, and management of a growing customer service team.
• Ensure customer satisfaction, retention, and NPS.
• Work closely with sales, onboarding, and marketing teams.

Requirements

• 10 to 15+ years of experience in customer service, with several years in a leadership role.
• Experience in a startup/scale-up environment, ideally in a 0-to-1 setup.
• Familiarity with invoicing, billing, and accounting.
• Entrepreneurial mindset and enjoyment of responsibility.
• Strong empathy and communication skills.
• Fluent in German and English.

Benefits

• Opportunity to influence the daily lives of millions of entrepreneurs.
• Work in a trusted, proactive, and autonomous environment.
• Join a rapidly growing Fintech company recognized as one of the best workplaces.
• Be part of an international team with a strong remote-friendly culture.
• Access to important financial information to help make better business decisions.