Head of Customer Care & Outsourcing

Head of Customer Care & Outsourcing (m/f/d)

At Home our mission is to make housing better for everyone. Internally, Home is organised around the functions Supply (owner focus), Demand (tenant focus) and Care (apartment portfolio and support).
Reporting to the Head of Product (Care), your role as Head of Customer Care & Outsourcing will be to own the strategy and operations of all support touchpoints, in order to deliver an exceptional service experience to our customers. You will be responsible for staffing the teams with both internal specialists and external support partners. By this, you will support our growth trajectory, while closely collaborating with the product teams to eliminate root causes for recurring issues and continuously increasing the level of self-serve resolutions.

Qualities we’re looking for

Ideally, you are an experienced customer operations professional with leadership as well as outsourcing/partner management experience. You have the ability to balance practical approaches and perfection, across multiple work streams in a fast-paced, changing environment

• First and foremost, you are in love with serving customers, and lead by example to raise the bar of service we provide
• You an expert at setting up and maintaining the relevant CS tool stack, to track and solve customer issues
• You are highly analytical and experienced in quantifying customer touchpoints, turning data insight into continuous process improvements
• You are a champion at process mapping and SLA definition for various tiers of support, for internal and external teams
• You have experience in developing and managing external customer support partners, ensuring SLA definitions are met
• You have relevant experience in managing internal support specialists
• You know how to model and forecast resources, and will ensure the support infrastructure develops in line with our growth and product development roadmap
• Demonstrated success in a high growth tech company with complex regulations and/or marketplace dynamics is desirable
• Any experience in the property management space would be a cherry on top
• You are fluent in German and English