Head of Customer Operations (m/f/x)

At DemoUp Cliplister, we’re revolutionizing how over 3,000 brands and retailers like MediaMarkt, Otto, Fnac, Microsoft, Logitech, and Bosch bring their products to life with innovative solutions like video, augmented reality, and user-generated content. Our unique approach combines content creation services with a state-of-the-art digital asset management platform and content syndication, making us a key SaaS player in Europe’s retail landscape. Join us to expand our network and make an impact!

Your role and your tasks:
As the Head of Customer Operations (m/f/x) you will be leading the following 4 teams: customer support, customer onboarding, automation & content management. Therefore you will be responsible for:

• Strategic Leadership & Team Development

  • Develop and execute a customer operations strategy aligned with the company’s goals and objectives.

  • Establish a high-performing customer operations team, including hiring, training and coaching to drive customer satisfaction, retention, and growth.

  • Collaborate with Sales, Product, Marketing & Development teams to ensure alignment on customer needs, product roadmap priorities & sales strategies.

• Process Improvement & Automation

  • Develop processes and workflows to streamline customer onboarding, training, and support activities.

  • Refine and optimize customer support processes, tools, and methodologies to enhance efficiency, scalability, and customer satisfaction.

  • Support and implement automation initiatives in collaboration with our Development team.

• Data Analysis and Reporting

  • Establish, track and monitor KPIs to measure the effectiveness of the customer operations teams and drive continuous improvement.

  • Utilize data and analytics to gain insights into customer behavior, identify trends, and report customer health to the senior management.

• Escalation Management

  • Manage urgent requests with professionalism and proper prioritization, ensuring that our high customer satisfaction is maintained.

Now let’s talk about you:

• You have proven experience building & managing high-performing customer support and operations teams within the SaaS industry, preferably B2B.

• You have a strong understanding of SaaS business models and customer lifecycle management. Knowledge of product management and the eCommerce industry is a plus.

• You have a good understanding of automation tools and processes.

• You have a customer-centric approach with a passion for delivering exceptional customer experiences.

• You have an analytical mindset with the ability to leverage data and metrics to drive strategic decision-making.

• You have excellent communication, presentation, and interpersonal skills.

• You ideally have an academic background in IT Management, Business Informatics, Data Science (or related field).

• You speak business fluent English and German. Fluency in Spanish or French is a plus.

The perks of working with us

• You will be driving change for a product used by the world's leading brands and online stores e.g. Samsung, MediaMarkt, Thalia, Bosch etc.

• You will work directly with the leadership team and have quick decision-making paths.

• We offer a competitive salary, 30 days paid vacation & remote work within Germany (or from our Berlin office).

• You will be part of a passionate international team of 25+ nationalities.

• We offer an individual training budget and up to 2 days paid educational leave per year.

• Finally, we offer corporate benefits, Urban Sports subsidy, Deutschland ticket subsidy & more!