Customer Success - Team Lead (m/w/d)

Ready to make a paws-itive impact in the pet world? Join Lassie, the InsurTech company taking the Swedish, German, and French pet markets by storm! We've just secured a whopping $75 million in Series C funding, and we're on a mission to provide the best pet insurance solutions out there. Our goal? To ensure every furry friend gets the care they deserve, and their owners get peace of mind.

As we set our sights on expanding, we're on the hunt for a Customer Success Team Lead to join us. If you're ready to embark on an adventure with us and help revolutionize pet insurance, we want to hear from you!

This position is placed at our office in Berlin where we apply a hybrid work model with 2-3 days at the office. You will be reporting directly to our Head of Customer Success & Claims.

Tasks

About the role

As Customer Success Team Lead for our German market, you will be the driving force behind a team that delivers world-class service to pet parents across Germany. You'll lead, coach, and develop a team of Customer Success specialists, while continuously improving how we work – from processes and tools to quality. This is a hands-on leadership role for someone who loves people management as much as building scalable operations, and who gets energized by turning data into better customer experiences.

In this role you will:

• Lead, coach, and develop a team of Customer Success specialists in the German market through regular 1:1s, feedback, and career development
• Own day-to-day operations of the team – staffing, scheduling, and ensuring SLAs and quality standards are consistently met
• Make sure the team reaches its goals and KPIs, and translate insights into concrete actions and improvements
• Continuously refine processes, workflows, and tooling to scale our customer experience as we grow
• Collaborate closely with other departments to make sure the voice of the customer is heard and acted upon

Requirements

• Proven experience leading a customer-facing team, ideally in a fast-paced scale-up, insurance, or fintech environment
• A genuine people leader – you love coaching, developing talent, and building a strong team culture
• Goal-oriented and driven by results – you take ownership of targets and rally your team to reach them
• Comfortable working with CS tools (e.g. Intercom and Fin) and a structured, analytical approach to problem-solving
• Fluent in German, both written and spoken (a non-negotiable)
• Comfortable in English, both written and spoken
• A passion for pets and for delivering an outstanding customer experience is a big plus!
• Nice to have - experience working in a regulated industry like insurance, banking, finance etc.

Benefits

• The opportunity to be part of a dynamic company in an early growth stage
• A flexible, warm, and dynamic company culture
• An international work environment with plenty of room for initiative and short decision-making processes
• The excitement of working on a unique product that makes the world a little better
• A hybrid working model combining office and remote work
• Deutschland Ticket or Urban Sports Club membership
• 30 paid vacations in a calendar year
• After-work gatherings and team events
• Dogs are, of course, welcome in the office 🐶

We are an equal opportunity employer and value diversity within our company. We do not discriminate on the basis of ethnic origin, religion, nationality, gender, sexual orientation, age, marital status, or disability.

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Position Details

• Job Title: Customer Success - Team Lead (m/w/d)
• Company / Organisation: Lassie
• Location: Berlin
• Employment Type: Full-time
• Field / Industry: Customer Support
• Work Arrangement: On-site or hybrid - Berlin

About This Opportunity

This full-time opportunity at Lassie is an excellent opening for experienced professionals in the field of customer success and support. The role is structured around an on-site or hybrid environment based in Berlin and is designed for candidates who are ready to make a meaningful contribution from the moment they join.

Based in Berlin, this role offers the opportunity to collaborate closely with a local team in a structured professional environment. Candidates currently based in the area or open to relocation are strongly encouraged to apply.

Whether you are an established practitioner in customer success and support or a highly skilled professional looking for your next challenge, this Customer Success - Team Lead (m/w/d) role offers the platform to apply your expertise in a real-world, results-oriented environment. Lassie is looking for a candidate who can hit the ground running and add genuine value to the team.

Who Should Apply

This role is ideal for candidates who have a solid background in customer success and support and a demonstrable track record of delivering high-quality results. You should possess empathy, clear communication, patience, and a proactive approach to problem resolution. Experience working with customer support platforms, ticketing systems, and CRM and live-chat tools will be an advantage, though a commitment to continuous learning and professional development is equally valued.

Beyond technical or domain expertise, Lassie is looking for someone who communicates clearly, collaborates effectively with colleagues and stakeholders, and takes ownership of their work from start to finish. If you thrive in a professional environment and are passionate about the opportunity to deliver exceptional customer experiences and build lasting client satisfaction and loyalty, we encourage you to apply.

Key Competencies for This Role

Successful candidates for the Customer Success - Team Lead (m/w/d) position at Lassie will typically demonstrate the following core competencies:

• Domain expertise - a strong foundation of knowledge and hands-on experience in customer success and support
• Problem-solving ability - the capacity to identify challenges, think critically, and implement practical solutions efficiently
• Communication skills - clear and professional communication with colleagues, stakeholders, and partners at all levels
• Self-management - strong time management and the ability to prioritise a varied workload while meeting deadlines
• Team collaboration - a collaborative and supportive approach to working alongside colleagues across departments or locations
• Adaptability - the ability to respond positively to change and thrive in a dynamic, evolving work environment

How to Apply

To apply for this Customer Success - Team Lead (m/w/d) position at Lassie, click the "Apply Now" button on this page. You will be taken directly to the official application page where you can complete and submit your application.

Before applying, please ensure that your CV or résumé is fully up to date and clearly highlights your experience and accomplishments in customer success and support. If a cover letter is included or requested, tailor it specifically to this role and explain how your background, skills, and goals align with what Lassie is looking for in a Customer Success - Team Lead (m/w/d).

All applications for this role are processed directly by Lassie. Career Nest facilitates the job discovery process and does not pre-screen or forward applications on behalf of employers. There are no fees for job seekers at any stage of the application process.

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