Head of Customer Experience & Community Management

Who we are:
Are you ambitious, driven, and ready to make an impact? Our client's mission is to help people feel better with home products that set new standards in ergonomics and comfort.

Their team is dynamic, high-performance, and not afraid to make decisions fast. The role is perfect for someone looking to grow their career rapidly and have a direct impact on the lives of hundreds of thousands of customers.

As Customer Experience Lead, you’ll wear multiple hats. They’re seeking a dynamic individual to take their customer experience to the next level — combining empathy, operational excellence, and a hands-on approach to continuous improvement.

Working closely with the founders and the whole team, you’ll learn a lot very quickly and will contribute across all areas of marketing to grow the company's brand and achieve their mission.

What you'll be doing:

• Manage and respond to customer inquiries with care and efficiency
• Develop and execute strategies to improve customer satisfaction
• Represent the voice of the customer across the company
• Collaborate with founders and team to optimize customer experience
• Utilize AI and tech tools to enhance support and community workflows
• Oversee and engage with social media communities
• Continuously learn, adapt, and contribute to company growth

About you:

• C2 level German: essential for engaging confidently, professionally, and empathetically with our core customer base.
• Strong Work Ethic: We’re not looking for someone to coast—we want a self-starter with drive, ambition, and the discipline to deliver consistently.
• Customer Service Experience: You’ve worked in customer support before and know what it takes — patience, clarity, and a strong sense of responsibility to deliver happy outcomes for the customer.
• Tech-Savvy & AI-Friendly: You’re comfortable using modern digital tools and excited to work alongside AI to streamline and improve workflows.
• Proactive Problem Solver: You don’t wait for instructions — you notice issues, propose smart solutions, and act. Initiative is your second nature.
• Excellent Communicator: Whether you’re responding to a support ticket, managing feedback, or writing in the community — you’re clear, kind, and effective.
• Ownership Mentality: You think like an owner: accountable, solutions-focused, and always seeking ways to improve the customer experience and the business.
• Highly Organized & Process-Oriented : You keep things on track — making sure every ticket is handled, every detail followed up, and no loose ends left behind. You thrive with structure and take pride in precision.
• Purpose-Oriented: You care about making a difference — helping people live healthier lives with less pain and supporting a mission with real meaning excites you.
• A solid command of English, our internal working language.

• Growth Opportunities: Rapid career & compensation progression, new challenges, and skill development in a high-growth startup.
• Competitive Compensation: A pay structure that rewards performance (including bonuses), plus holiday and sick leave.
• Ability to Take Ownership: Real responsibility from day one, with the freedom to make decisions and take ownership of your work.
• A Great Team Environment: Hard-working but fun team, regular social events, company trips, and a friendly & international culture.
• Inclusive & Diverse: They value open communication and foster a collaborative environment where all feedback is valued.
• Pet-Friendly Workspace: Bring along your furry desk buddy for a more joyful workday.
• Free Products: Experience the comfort of the high-quality bedding and health products at home.
• Exciting Events: Join for unforgettable team experiences that go beyond just team-building

Our client's DNA:

• Resilience: They tackle challenges head-on, working as a team to overcome obstacles.
• Hunger: They value hard work, ambition, and a passion for achieving big goals.
• Speed: They act with urgency, making decisions quickly to drive impact.
• Impact: They’re result-focused, aiming for the best outcomes on tight timelines.
• Growth: They prioritize learning and improvement, both as individuals and as a team.

This role isn’t for most people. It’s designed for someone ready to grow, bringing creativity, energy, and a relentless focus on excellence.

If you’re ready to do the best work of your life, we’d love to hear from you.