Team Lead Customer Experience (m/f/d)
Do you want to not only support customer experience, but actively scale and measurably improve it? At Memberspot, you will take on end-to-end responsibility for support and customer success in a modern PLG and partner model—with clear KPIs, smart processes, and a consistent AI-first approach.
These tasks await you
- Support & CS Leadership: Ensuring stable support operations (SLA, quality, prioritization) and developing scaled CS motions (clinics, onboarding, partner enablement)
- Data & reporting: Setting up a KPI and reporting framework in HubSpot & Intercom as a basis for control, prioritization, and continuous improvement
- Health Scores & Playbooks: Development and operationalization of a health score system including triggers, workflows, and clear measures for at-risk and growth accounts.
- AI-first CX: Ownership via Intercom Fin, Help Center, and automations as default—with clear quality and performance standards
- Processes & scaling: Standardization through playbooks, SOPs, macros, and QA routines instead ofad hoc solutions
- Cross-functional collaboration: Close coordination with product, growth, marketing, and partner teams
How you can score points with us
- 3–7 years of experience in the B2B SaaS environment (customer support, customer success, or CX), ideally with technical products
- 2–3 years of leadership experience with a clear performance and coaching mindset
- Very confident in using HubSpot (workflows, reporting, properties) and Intercom
- Strong understanding of CX and CS metrics and data-driven management
- Structured, process-oriented approach to work and excellent communication skills in German and English
What you really do
Why the job isn't boring
We build what we have always wanted.
Work where you perform best
Ownership instead of overmanagement
We measure success by user feedback
Modern, dynamic work environment
Actively shape the future of our product and contribute your ideas to an agile startup.
Welcome bonus after the probationary period
After a successful probationary period, you can expect a welcome bonus.
100% remote work
This is how our application process works
application
Send us what really makes you tick. No novel, and we'll take a quick look at your documents.
initial consultation
In a brief digital meeting, we will determine whether we are a good fit for each other.
technical discussion
During the technical interview, the focus will be on your technical skills and your approach.
decision
If you get positive feedback, you can choose us. If it suits both of you, we'll get started.