Customer Service Team Lead

GreenStone Energy GmbH is an innovative, sustainable energy provider headquartered in Berlin. Since 2015, we have been committed to a climate- and environmentally-friendly energy supply with 100% renewable energy. Our most well-known brands are "VeganStrom" and "New Energy Cloud." Not only are we pioneers in animal-friendly green electricity, but also in the field of technology.

Your Role

As Customer Service Team Lead, you are responsible for both the performance of the customer service team and the continuous improvement of our customer service processes.

You ensure that customers receive fast, friendly, and solution-oriented support via phone and email, while actively building and refining the structures that make great service scalable, including workflows, SLAs, and quality standards.

This role combines people leadership, service operations, and process ownership.

Key Responsibilities

Team Leadership

• Lead, coach, and support a team of customer service agents
• Conduct regular 1:1s and support development conversations
• Onboard and train new team members
• Foster a positive, customer-focused and accountable team culture

Service Operations & Quality

• Ensure high-quality handling of customer inquiries via phone and email
• Monitor response times, backlog, and service quality
• Support the team in complex or escalated cases
• Promote clear, empathetic, and solution-oriented communication

Customer Service Process Ownership

• Build, document, and continuously improve customer service workflows
• Identify recurring customer issues and translate them into process or knowledge improvements
• Ensure internal processes are clear, practical, and consistently followed
• Maintain and improve internal knowledge base and guidelines

SLA & Performance Management

• Define, monitor, and improve customer service SLAs (e.g. response times, resolution times)
• Track service KPIs and identify improvement areas
• Ensure the team works in a structured way to meet agreed service levels
• Collaborate with operations and tech to remove bottlenecks affecting SLAs

Cross-Functional Collaboration

• Act as the main interface between Customer Service and other teams (Operations, Tech, Billing when needed)
• Provide structured feedback on customer pain points and process gaps
• Support the rollout of new processes, tools, or product changes impacting customer service

What You Bring

Experience & Skills

• Experience in customer service, ideally in a digital or service-driven environment
• Experience in a senior, team lead, or coordination role
• Proven ability to improve processes and bring structure to service operations
• Strong communication skills in phone and written customer interaction
• Comfortable working with digital tools and ticketing systems (experience with Front is a plus)

Mindset

• You care deeply about customer experience and team development
• You are structured, solution-oriented, and pragmatic
• You enjoy improving how things work, not just executing tasks
• You like working at the intersection of people, processes, and tech

Nice to Have

• Experience defining or managing SLAs in a service environment
• Experience in energy, utilities, or subscription-based services
• Experience in scaling or startup environments

What Success Looks Like in This Role

• Customers receive fast, clear, and friendly support
• The team works confidently and consistently
• SLAs are defined, monitored, and steadily improved
• Recurring issues are identified and reduced through process improvements
• Customer Service is seen internally as a reliable and constructive partner

We Offer You

• The opportunity to play a crucial role in a rapidly growing, innovative company
• A modern office well connected near Postdamerplatz with flexible working hours and the option to work partially from home
• A dedicated team with a wealth of expertise
• Discounted electricity tariff
• Tuesday to Thursday, lunch in the office is on us!