Customer Service Specialist - German Speaking (m/f/x/)

As a Customer Service Specialist - German Speaking (m/f/x/), you step beyond traditional support and take ownership of quality, performance, and continuous improvement across our Customer Operations. You’ll play a key role in elevating how we serve customers by driving excellence, coaching teams, and optimising processes. Working closely with stakeholders, you’ll turn insights into action and ensure our service stays fast, efficient, and customer-focused. This role gives you the chance to influence how we operate day-to-day while developing both people and performance. If you thrive in a dynamic environment and love making an impact, this is your pitch.

Your Playing Field

• You drive service quality and operational excellence, ensuring every customer interaction meets our high standards.
• You act as an operational lead during shifts, proactively managing KPIs, service levels, and queue performance to hit business targets.
• You lead training and coaching sessions, helping agents raise their game and build lasting expertise.
• You identify and implement process improvements that boost efficiency and consistency.
• You support workforce planning and readiness, ensuring seamless service delivery at all times.
• You use your analytical mindset to turn data into insights and actionable solutions.
• You build and maintain clear documentation, standards, and best practices that support team success.
• You partner with stakeholders to create sustainable improvements for both customers and agents.