Customer Support & Operations Lead (m/w/d), Mobility Startup Berlin

About This Opportunity

We are representing a confidential mobility startup based in Berlin that is building the future of fleet operations and customer service. Our talent team is searching for an experienced Customer Support & Operations Lead to join their growing organization and drive excellence across end-customer support, fleet operations, and AI-powered process optimization.

This role sits at the intersection of customer experience, technical problem-solving, and operational efficiency. You'll lead support operations, manage fleet backoffice processes including claims handling, and actively integrate modern AI tools to scale the business.

Responsibilities

• Provide end-customer and technical support for both individual users and fleet customers, resolving complex technical issues through structured ticketing systems
• Oversee fleet operations and backoffice activities, including independent management of claims processing and fleet-related workflows
• Deploy and integrate AI tools to automate support and operational processes, actively helping to build AI-powered workflows into daily operations
• Analyze existing operational processes, identify bottlenecks, and develop scalable solutions to improve efficiency
• Serve as a critical interface between product, development, and fleet teams, channeling operational feedback directly into product and process improvements
• Manage shift planning, conduct quality controls, and supervise external service providers such as call centers

What We're Looking For

Required:

• Several years of proven team leadership experience as a Team Lead, Senior Specialist, or Shift Lead in customer support, IT service, or operations
• Solid experience managing shift schedules, performing quality assessments, and overseeing external vendors
• Excellent German language skills (written and spoken) – this is mandatory
• Strong organizational and people management capabilities

Nice to Have:

• Good English language skills
• Technical aptitude and strong interest in digital tools, particularly AI solutions for process optimization
• Experience or keen interest in fleet operations processes such as claims handling or vehicle backoffice management

What Our Client Offers

• Flexible working hours with hybrid/remote work options
• Innovation-focused environment where AI tools are actively encouraged and integrated
• Diverse responsibilities spanning customer experience, technology, and fleet operations
• Flat hierarchies, fast decision-making, dynamic team culture, and personal development opportunities
• Berlin location

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will review your application and conduct an initial screening conversation. Qualified candidates will then be submitted to our client for consideration. Please do not contact the employer directly – all communication flows through our team to ensure a smooth, professional process.

Pay

Compensation details will be discussed during the screening process and are competitive for the Berlin market based on your experience level.

Get A Job.ai is an equal opportunity recruiter. We welcome applications from all qualified candidates regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic.