Customer Service Team Lead (German Speaking)

Oferty / Customer Service Team Lead (German Speaking)

PsiBufet has been part of Butternut Box, the European leader in fresh dog food, since 2023, which means constant cooperation with people from the UK, Belgium or the Netherlands, as well as great opportunities for development – both for the Polish part of the company and for all employees.

📣 About the Role

We’re on the hunt for an outgoing, hardworking, and all-around fantastic communicator and team leader to help us launch into new territory. You must be passionate about ensuring our customers have the best possible experience and continually seek ways to make it even better. This role is a perfect fit if you’re fluent in German, Polish and English.

In your initial few months in this role, you’ll work closely with our Customer Love Strategy Lead to set up a Customer Love operation in Germany. This includes tasks like establishing our CRM platform, creating an external help centre for our customers, and ensuring we’re perfectly positioned to support our customers.

Once the new market is up and running, your daily responsibilities will involve managing the frontline operation in real-time, supervising and coaching the team, liaising with our outsourcing partner, and collaborating with the existing Customer Love Management teams on various projects, initiatives, and improvements. You’ll have direct reports, be responsible for achieving quarterly goals, and foster a motivated and thriving team culture.

This is a hybrid working role, with some work-from-home days each week. When you’re in the office, you’ll be based at our Polish office, based in Warsaw, with occasional travel to Germany and the UK as needed.

💛 About Customer Love Squad

At Butternut, we don’t have a Customer Service team; we have a Customer Love team. Why? Because they’re the loveliest bunch of people you will ever speak to! Always here to help and LOVE to assist.

We are known for our exceptional customer service and hold a 4.9* rating on Google and Trustpilot reviews, something we are incredibly proud of. We go the extra mile for every customer, operating on our values to surprise and delight each person with a friendly, caring, and fun approach. We are unique 'Butternut’ in style, and we convey our 'Tone of Bark’ in every interaction with our customers.

🌿 In This Role, You Will:

Customer Experience and Team Leadership

Deliver a top-tier customer experience in the new territory.
Onboard your Customer Love team members after their first month and assist with recruitment.
Conduct regular 1:1s with your team members to stay connected with their performance, progress, and well-being.
Inspire your team to achieve quarterly goals, particularly in customer satisfaction, quality assurance, and productivity.
Manage team schedules and daily operations.

Localisation and Communication

Translate new and existing Customer Love materials into the local language.
Act as the point of contact for customer conversations that require your assistance.

Partnership and Strategy

Continuously enhance the relationship with our outsourcing partner alongside our Customer Love Manager.
Provide valuable insights to our Customer Love strategy team and the broader Customer Love leadership team.
Identify areas for process improvement and knowledge gaps and align them with the broader Customer Love ecosystem.

Values and Culture

Uphold the core values of Butternut Box within your team.

👋 About You

This role is a perfect fit if you’re fluent in German, Polish and English and align with the following characteristics:

Communication and Leadership

You’re known as someone who enjoys bringing people together and interacting with new faces.
You excel at storytelling and presenting to your team. Your words inspire and motivate your colleagues to do their best.
You communicate effectively in person, during meetings, through emails, and online, whether it’s with your team, stakeholders, or management.
Your emotional intelligence is top-notch, allowing you to adapt your working style to connect with others effectively.

Adaptability and Problem Solving

You thrive under pressure, responding swiftly to ad hoc requests and take sensible action when things don’t go as planned.
You’re adaptable and agile, unafraid to change your course when circumstances shift.

Customer-Centric Focus

Delivering top-notch Customer Love is your passion, and you constantly strive for improvement.
When a customer needs extra assistance, you’re the first to step up. You relish the opportunity to rebuild trust and make things right.
You understand the nuances of the local culture and can tailor our approach to resonate with our customers.

Data and Technology Proficiency

You’re skilled in handling numbers and confidently explaining trends and initiatives to achieve our goals.
You’re adept at navigating systems and software, with a knack for setting up and managing applications across the team.

Values and Accountability

You’re driven by a desire to make a positive impact. Transforming feedback into business improvements brings you joy.
Our Butternut values deeply resonate with you, and you’re eager to inspire a team that shares your alignment with these values, ensuring that our actions match our words, both internally and externally.
You genuinely care about your team and our customers, representing their interests in your interactions across the business.
You take pride in your accountability and ownership of your goals, staying organised and open when things don’t go as planned.

🐶 A bit about us.

At Butternut, we put the food back into dog food. We believe dogs deserve to eat the healthiest, most natural and tastiest food with none of the nasties. That’s why we make freshly prepared dog food. Cooked like you would at home. Delivered in perfect portions.

As a B-Corp certified company; you can be sure you are joining a sustainable company that cares about our people, product and our impact on the environment.

Our goal is to help dogs live healthier, happier and longer lives whilst leaving humans smiling after every interaction. We’ve come a long way since our co-founders (Kev & Dave) hand-delivered the first Butternut Box, we now feed a lot of dogs across the UK – but we want to feed dogs everywhere. And to do this, we need a team of brilliant people who share that ambition to come and work with us.

#LI-ybr

What will you gain by working with us:

Medicover medical care to take care of your health and well-being regularly
A Multisport sports card in one of the 3 available variants.
The opportunity to come to work with your dog, so he won’t have to stay home alone all day.
A big discount on fresh PsiBuffet food for your doggie.
Influence on PsiBuffet’s growth, as we are confident that your determination is key to our growth.
Working in a hybrid model, *because it is important to us that everyone can tailor their work to their individual needs. However, we like to work together and discuss ideas in live meetings together, so working 100% remotely is not an option. We are committed to meeting in the office (located in Warsaw’s Praga district) at least twice a week
Many opportunities to help people and animals – we are actively involved in social campaigns that are close to our hearts, such as helping refugees from Ukraine, and we are also regularly active in animal shelters (walking dogs and providing food).
A real impact on building the company culture, as we believe that each person brings something new and valuable to PsiBuffet.
Space for personal development based on your skills, experience and interests, you are free to test different solutions and what the position will look like depends largely on you and your commitment.
Afternoons with pizza and board games in the office and outings together after work we enjoy spending time with each other.

…And above all, a company that loves dogs!

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