Team Lead Customer Operations petolo (all genders)

Position Overview

Are you ready to lead a Customer Operations team, actively shape operational workflows, and collaboratively create an outstanding customer experience? Can you maintain oversight in a dynamic environment, leverage data-driven insights, and nurture close relationships with both your team members and customers? If yes, this opportunity is for you.

We are looking for a compassionate and solution-focused Team Lead for our petolo Customer Operations, available immediately. This full-time role offers a hybrid work arrangement between home office and our Berlin-Mitte office.

Key Responsibilities

• Lead and manage both the professional and disciplinary aspects of a team comprising approximately 10 to 12 employees within the petolo Customer Operations.
• Oversee day-to-day operational activities, ensuring efficient, empathetic, and solution-oriented customer service via phone and ticketing systems.
• Monitor key service performance indicators, derive optimization actions, and support your team in addressing complex customer concerns.
• Foster a motivating workplace culture that promotes individual responsibility, teamwork, and customer centricity.
• Plan and implement training, coaching, and quality assurance initiatives.
• Continuously develop processes, manage projects, uphold quality standards and workflows, guide change initiatives, and collaborate closely with adjacent teams such as Claims, Product, Tech, and Operations.

Candidate Profile

• Several years of experience in customer service, customer operations, or similar service-orientated roles, including initial leadership experience.
• Proficient in managing customer service KPIs, utilizing metrics and reports to drive operational decisions and improvements.
• Strong analytical skills to interpret data and translate insights into effective actions.
• Excellent empathetic communication skills; able to motivate teams and steer change confidently.
• Structured, solution-oriented working approach with the ability to stay composed in a fast-changing environment. Experience in insurance is advantageous but not mandatory.
• Comfortable with digital tools and quick to adapt to new systems.
• Fluent in German (minimum C1 level) and capable of effective communication in English.

Benefits & Culture

• Competitive fixed salary and starting annual leave of 28 days (up to 30 days), with December 24th and 31st off.
• Choose between a Swapfiets bicycle or a subsidized BVG environmental or Germany-wide public transport ticket.
• Hybrid work flexibility with options to work from home or the Berlin-Mitte office, including the possibility to work up to 60 days from other EU countries.
• Access to free mental health coaching via our partnership with nilo.health.
• Product testing opportunities across our brands dentolo, petolo, and vitolo.
• An annual professional development budget starting at €750 and regular 360-degree feedback sessions.
• Strong core values emphasizing simplicity (#fast), courage (#brave), accountability (#accountable), and mutual care (#caring) in all interactions.
• Enjoy social engagement through legendary summer and winter parties, regular team events, employee discounts through Corporate Benefits, two annual volunteer days, and a pet-friendly office.

Company Insight

Founded in 2015, getolo GmbH is a pioneering and award-winning InsurTech provider offering comprehensive supplemental insurance plans in dental, pet, and health sectors under the brands dentolo, petolo, and vitolo. We serve over 200,000 clients across Germany, delivering seamless, digital-focused protection designed to integrate effortlessly into customers' daily lives.

Our philosophy centers on prevention rather than aftercare, prioritizing customer-centric service and financial security to shield clients and their loved ones from unforeseen expenses. Our expert team of market specialists and insurance professionals continuously monitor industry developments to craft practical solutions.

At getolo, collaboration, innovation, and speed are embedded in our culture, always striving to meet our customers' evolving needs. With approximately 200 employees led by CEO Daniel Gadea and CGO Laura Wulff, getolo operates as a DA Direkt partner and is part of the Zurich Group Germany.

Diversity & Inclusion Commitment

We are devoted to fostering an inclusive and welcoming environment for all employees regardless of ethnicity, gender identity or expression, sexual orientation, disabilities, physical appearance, social background, marital status, age, or religion. Hiring decisions focus solely on experience and motivation; applicants choose what personal information to share. All applications receive equal consideration and treatment.

Contact

If this role matches your ambitions, we look forward to your application and to getting to know you better.