Customer Success - Team Lead (m/w/d)

Ready to make a paws-itive impact in the pet world? Join Lassie, the InsurTech company taking the Swedish, German, and French pet markets by storm! We've just secured a whopping $75 million in Series C funding, and we're on a mission to provide the best pet insurance solutions out there. Our goal? To ensure every furry friend gets the care they deserve, and their owners get peace of mind.

As we set our sights on expanding, we're on the hunt for a Customer Success Team Lead to join us. If you're ready to embark on an adventure with us and help revolutionize pet insurance, we want to hear from you!

This position is placed at our office in Berlin where we apply a hybrid work model with 2-3 days at the office. You will be reporting directly to our Head of Customer Success & Claims.

Tasks

About the role

As Customer Success Team Lead for our German market, you will be the driving force behind a team that delivers world-class service to pet parents across Germany. You'll lead, coach, and develop a team of Customer Success specialists, while continuously improving how we work – from processes and tools to quality. This is a hands-on leadership role for someone who loves people management as much as building scalable operations, and who gets energized by turning data into better customer experiences.

In this role you will:

• Lead, coach, and develop a team of Customer Success specialists in the German market through regular 1:1s, feedback, and career development
• Own day-to-day operations of the team – staffing, scheduling, and ensuring SLAs and quality standards are consistently met
• Make sure the team reaches its goals and KPIs, and translate insights into concrete actions and improvements
• Continuously refine processes, workflows, and tooling to scale our customer experience as we grow
• Collaborate closely with other departments to make sure the voice of the customer is heard and acted upon

Requirements

• Proven experience leading a customer-facing team, ideally in a fast-paced scale-up, insurance, or fintech environment
• A genuine people leader – you love coaching, developing talent, and building a strong team culture
• Goal-oriented and driven by results – you take ownership of targets and rally your team to reach them
• Comfortable working with CS tools (e.g. Intercom and Fin) and a structured, analytical approach to problem-solving
• Fluent in German, both written and spoken (a non-negotiable)
• Comfortable in English, both written and spoken
• A passion for pets and for delivering an outstanding customer experience is a big plus!
• Nice to have - experience working in a regulated industry like insurance, banking, finance etc.

Benefits

• The opportunity to be part of a dynamic company in an early growth stage
• A flexible, warm, and dynamic company culture
• An international work environment with plenty of room for initiative and short decision-making processes
• The excitement of working on a unique product that makes the world a little better
• A hybrid working model combining office and remote work
• Deutschland Ticket or Urban Sports Club membership
• 30 paid vacations in a calendar year
• After-work gatherings and team events
• Dogs are, of course, welcome in the office 🐶

We are an equal opportunity employer and value diversity within our company. We do not discriminate on the basis of ethnic origin, religion, nationality, gender, sexual orientation, age, marital status, or disability.

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