Gothenburg, Sweden · On-site
The roleLead 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…
Skills: German Fluency, English Fluency, Team Leadership, Customer Service Management, Coaching
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Lead and develop the German customer service team while spending 60% of the time handling daily chats, calls, and emails. Own operational targets, scheduling, and cross-functional process improvements to enhance the customer journey.
Requires fluency in German and English with proven experience leading customer service or operations teams. Candidates must be highly operational, skilled in coaching, and comfortable with claims and finance-related processes.
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.
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
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
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
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
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.
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
Help finding an apartment for your first months, with financial support that can be used towards rent
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.
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
We set your business in motion
Built for small businesses looking to save time and money, Sendify is a web-based shipping service that empowers anyone to optimize their supply chain and ship smarter. Parcel or pallet, across the globe or around the corner, shipping is easier with Sendify. Since our start in 2016, we’ve helped more than 15,000 small businesses around the world spend less time and money on shipping and more time on growing their business. This makes us known as *the* shipping and logistics solution for growing businesses in Sweden and Germany.
Offices: Volrat Thamsgatan 4, Gothenburg, 41260, SE · Bernauer Straße 49, Berlin, 10435, DE
We set your business in motion
Built for small businesses looking to save time and money, Sendify is a web-based shipping service that empowers anyone to optimize their supply chain and ship smarter. Parcel or pallet, across the globe or around the corner, shipping is easier with Sendify. Since our start in 2016, we’ve helped more than 15,000 small businesses around the world spend less time and money on shipping and more time on growing their business. This makes us known as *the* shipping and logistics solution for growing businesses in Sweden and Germany.
Offices: Volrat Thamsgatan 4, Gothenburg, 41260, SE · Bernauer Straße 49, Berlin, 10435, DE
