Customer Service Lead

Welcome to Nuki. A place where our employees have priority, where this week’s ideas develop into next week’s new features, where decisions are made quickly, and where mistakes are used as an opportunity for further development. Innovation is more than just a trend; it is part of our DNA. We build on it, because if we have the choice between comfortable and exciting, we always choose the latter.

As a customer-oriented team player (f/m/d) with strong communication skills, you see customer support as your passion. In this position, you will independently handle external customer inquiries, proactively support the customer service team in the implementation of operational agendas and support the team through your negotiation skills in escalation management. You will get the chance to take over leadership responsibility, to continuously develop the internal as well as the external customer service team and to actively shape the future of Nuki.

**Your Role**:

- You lead, grow and inspire your Customer Service team to perform at the highest level and successfully deliver in a fast-paced, rapidly scaling environment
- You manage day-to-day line activities, prioritize and make risk/impact assessments to ensure that KPIs are met
- You develop and maintain the management of the external support partner as the primary point of contact
- You are responsible for the handling of complex escalated issues to maintain a high standard of client relationship
- You analyze workflows and optimize processes continuously and set up data-based reporting and coordinate our external support team
- You ensure high-quality standards and optimize the customer experience in close coordination with the Head of Customer Experience
- You act as a mentor and coach for your customer service team with regard to performance and feedback
- You organize and conduct workshops to train specific customer support topics (e.g. escalation and complaint management) and participate in cross-regional or company-wide projects

**Job Requirements**:

- You have 3+ years of experience in leading international Customer Service operations, ideally in a technical-focused and fast-growing company
- You are a builder not scared of driving progress, increasing efficiency, and building strategies proactively
- You are passionate about coaching and developing others and giving clear and compassionate feedback based on reporting and agreed standards
- You have already worked with external support partners before to ensure a high-performing team to provide world-class services to customers
- You are a data-driven problem solver with strong analytical capabilities and agile approaches
- You have excellent German and English skills.

**Why Us**:

- Strong growth, well-financed company
- The opportunity to contribute your ideas to actively shape the future of Nuki
- Continuous training opportunities in the office and outside at conferences, seminars or by paid specialist literature
- 26 paid, free days (25 vacation days, additionally you will be given the 24th and 31st of December as a day off) and flexible time management
- Mobility benefit: when using public transport or garage parking
- Free breakfast once a week plus high-quality coffee and tea, organic juices, fruit and vegetables as much as you want and anytime
- Support of ongoing childcare costs
- Free yoga classes in the office during working hours
- Regular team events (e.g. 2-day summer event or annual dumpling challenge)

**About Us**:
Welcome home. We at Nuki are breaking new ground and are working on a completely keyless future. As one of the fastest growing companies in Austria, we offer high-quality products, a dynamic team of 100 employees and more than 200,000 satisfied customers. We are pioneers in the Smart Home sector and are looking for people like you who are not satisfied with the status quo and are willing to take on responsibility quickly. We look forward to getting to know you