German Speaking Customer Service Lead

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.

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