Head of Germany Customer Support (d/f/m)

Berlin - Customer Success

Our story:


Every year millions of people are either filing their taxes in fear or giving up on their tax refund altogether. We're working on fixing that. Our intuitive app enables anyone, regardless of education or background, to file their taxes with newfound confidence.


Spread across Berlin and Madrid, Team Taxfix is a compassionate group of solution-finders. We speak our minds openly, and with 500+ professionals from 45+ different nationalities, we're rich in ideas and voices. In five years, we've raised over 300 million euros in funding and helped people reclaim more than one billion euros.

Your challenge: 

In this strategic and impactful role reporting to the VP of Customer Success, you will drive a Germany customer support strategy and lead a world-class team to deliver an easy journey for our customers, an efficient experience for our team members, and a constantly improving set of products and services based on customer insights.

 

Your responsibilities: 

  • Build, motivate and develop a world class team of up to 80 people who care deeply for our customers.
  • Understand German customer expectations and deliver on them in a way that drives conversion and loyalty.
  • Build a flexible and lean organization that accommodates our seasonal business without sacrificing quality.
  • Deeply understand our customer issues and translate them into actionable improvements for other Taxfix teams, promoting a customer-centric mindset across the organization.
  • Challenge customer demand for service and drive strategies to simplify, automate and eliminate non-value-add contacts.
  • Set a high bar for process excellence and drive strategies to streamline team operations and ensure productivity.
  • Develop and manage a 7 digit department budget to deliver on cost targets.
  • Be on the forefront of innovation and best practices in customer support and implement what is applicable at Taxfix.
  • Serve as a thought partner and leader within the department and with stakeholders across the company around supporting our customers in a high quality and cost-effective way.

 

Your profile: 

  • You have 8+ years experience building and leading teams in customer support, customer operations, customer experience or similar functions
  • You have a strong track record of cracking business problems to drive customer value.
  • You use data to inform your decisions.
  • You are both a leader and manager, empowering and inspiring team members and colleagues through excellent project management and communication skills.
  • You are pragmatic and results-driven.
  • You are eager to grow, challenge, and develop yourself.
  • You thrive in a fast paced, dynamic environment.
  • You are fluent in German and English.
  • This role requires being in our brand new Berlin office at least 1 day per week

 

Why Taxfix? 

  • A chance to do meaningful, people-centric work with an international team of passionate professionals.
  • Holistic wellbeing with free mental health coaching sessions, yoga, and a discounted membership to Urban Sports Club.
  • A monthly allowance to spend on home support services, including childcare, housekeeping, pet sitting, tutoring, and elderly care.
  • Employee stock options for all employees—because everyone deserves to benefit from the success they help to create.
  • Dedicated relocation and visa support for those that need it.
  • 30 annual vacation days and flexible working hours.
  • Full trust to take ownership of your work in a flat hierarchy where feedback is encouraged and expected.
  • A generous learning budget to support your personal and professional development and guidance from our internal L&D experts.
  • Work from abroad for up to six weeks every year. Just align with your team, and then enjoy your trip.
  • Plenty of opportunities to socialise as a team. In addition to internal meetups, our international team hosts regular get-togethers—virtually and in person when possible.
  • Free tax declaration filing, of course, through the Taxfix app—and internal support for all personal tax-related questions.
  • Have a four-legged friend in your life? We’re happy to have dogs join us in the office.


Excited? So are we. Learn more about
Team Taxfix on our blog and get a glimpse of our culture below:

 

At Taxfix, we believe that incredible things happen when you have a wealth of perspectives and experiences. We're proudly committed to equal employment and development opportunities no matter your gender, race, religion, age, sexual orientation, colour, disability, or place of origin. To help mitigate any potential unconscious biases, we ask that you refrain from including your picture, age, or marital status on your CV. Let your experiences speak for themselves.

Not sure if you meet all the requirements for this role? Please apply anyways. You might bring something special to the team that we hadn't previously considered.