German Speaking Customer Service Lead

German Speaking Customer Service Lead Lead Sendify's German CS team from our Gothenburg office. Be hands-on every day, set the bar for outstanding service, and help us build something genuinely great. Apply We usually respond within three days The role Lead from the front, in a market we're building together As Sendify grows in Germany, the CS team is at the heart of making that growth real, and we're now looking for the person who'll own it, shape it, and lead it. You'll have full operational ownership of the German CS team across customer service, claims, and invoice errands. At least 60% of your time you're in the daily schedule alongside your team, on chats, calls, and emails. You lead by example, and the standard you set is the standard the team holds. You'll work closely with the German Operations Lead on strategic direction and goals, and play an important role in keeping the connection between CS and Sales tight, since the two teams share ownership of the customer journey. 01 — Run the operation Own scheduling, response targets, quality and day-to-day carrier escalations. 02 — Develop the team Coach specialists, lead 1:1s and own performance reviews. 03 — Drive improvement Bring customer insights cross-functionally and drive process improvements. What you'll own Your core responsibilities Be hands-on in the daily schedule, at least 60% of your time on chats, calls, emails, and escalations Own escalation cases and be the final line for the team when things get complex Lead, coach, and develop your team with direct reporting responsibility, including 1:1s and performance reviews Own scheduling, capacity planning, and response time targets Be the voice of the customer internally, bring patterns and insights to product and cross-functional teams Drive continuous improvements to how the team works across CS, claims, and invoicing Who we're looking for You're our person if You're fluent in German and English . This is a requirement You get a genuine kick out of creating wow-moments for customers You have proven experience leading a customer service or operations team You're highly operational and want to be in the daily work, not just overseeing it You have strong coaching skills and experience navigating team dynamics You're comfortable with claims handling and invoice or finance-related processes You're structured, process-oriented, and always looking for ways to improve You have a high degree of empathy and self-awareness, and people naturally follow your lead Nice to have Experience managing carrier or external partner relationships Experience from a commercial or sales-adjacent environment You speak Swedish Experience from logistics or SaaS/Tech You've worked in a product startup previously Why Sendify A workplace where you thrive and grow Sendify is built on a curious, collaborative, and encouraging work environment. We have a culture where community, team spirit, and curiosity are at the centre, here it's team before individual. We lift each other, dare to try new things, and take initiative together. 🏆 Competitive salary and team culture where we win together 💼 Occupational pension, wellness allowance and health insurance 🏖️ 30 vacation days 🌱 Thorough onboarding and real opportunities to grow 🏢 Central Gothenburg office with golf simulator, ping pong and sauna ✈️ Relocation support, see below Moving to Gothenburg? We'll help you get settled When you move to Gothenburg to start your exciting new role at Sendify, we're here to support you with expenses related to your relocation. ✈️ Moving support Flight ticket to Gothenburg for you (and your partner and children, if applicable) Transfer from the airport to your first accommodation 15 000 SEK net in relocation support 🏠 Temporary housing Help finding an apartment for your first months, with financial support that can be used towards rent 🇸🇪 Practical settlement assistance Swedish personal identity number (personnummer) and ID card Bank account setup Insurance Registration with the Swedish Tax Agency General orientation: healthcare system, public transportation, and more We want the move to feel exciting, not stressful. About Sendify We set businesses in motion Sendify helps ambitious small businesses ship smarter. We bring together real-time pricing, comparison, booking, and tracking in one clean interface, so customers can spend their time on their business, not on logistics. We're a fast-growing team based in Gothenburg, and we're proud to be Great Place to Work certified two years running. Great Place to Work certified two years in a row Department Customer Service Locations Gothenburg Employment type Full-time Number of vacation days 30 Gothenburg About Sendify Founded in 2017 Co-workers 65