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Everfield

Long-term investor and accelerator for software

Head of Client Operations

Customer SupportConfirmed live in the last 24 hours
Full-timeKrumbach, GermanyNo salary listedHybrid

About the Job

Requirements

  • Several years of operational leadership experience in a support, service, or consulting team of comparable size (10 or more employees).
  • Demonstrated ability to execute, work hands-on, take initiative, and collaborate cross-functionally.
  • Ability to lead and motivate people, including during periods of change.
  • Affinity for digital tools and artificial intelligence, with experience introducing new ways of working within a team.
  • Strong communication skills with customers, teams, and executive management.
  • Business-fluent German and English.

Responsibilities

  • Lead a team of approximately 15 support and consulting employees, set clear priorities and work cadence, and follow up on daily results.
  • Serve as the first point of contact for critical customer issues, deliver prompt and reliable solutions, and strengthen customer satisfaction and retention.
  • Establish clear, measurable support and consulting processes, identify bottlenecks, and resolve them pragmatically.
  • Drive the development, introduction, and active use of artificial-intelligence-enabled tools in the team, including ticket handling, knowledge management, and onboarding, and promote adoption by customers.
  • Identify cross-selling and upselling opportunities through support and consulting interactions, collaborate closely with sales, and contribute to revenue growth among existing customers.
  • Own revenue and budget for Support and Consulting, including personnel, operating, and project costs; achieve defined KPIs such as revenue targets, cost budget, service levels, customer satisfaction, and AI adoption, and report performance transparently.
  • Recruit, develop, and motivate employees and build a culture of ownership, initiative, and customer focus.
  • Define and own relevant KPIs and report regularly to executive management.
  • Serve as the link between customers, product and development, and executive management, and bring customer feedback systematically into product development.

Desired Qualifications

  • Sales experience or a demonstrated commercial track record, such as revenue responsibility or cross-selling and upselling.
  • Industry knowledge in laundry or textile services, or adjacent B2B service industries.
  • Experience in a software or software-as-a-service environment, including product-related support and consulting processes.
  • Experience using AI tools in operational customer service, such as AI-assisted ticket triage, knowledge bases, or copilots.

About the Company

Everfield

Long-term investor and accelerator for software

Everfield invests for the long term and accelerates established software companies by providing capital, strategic guidance, and hands-on operational support to help firms navigate pivotal moments. It grows portfolio companies through quick decision making, a holistic set of practices, and access to a network that includes over 80 vertical software firms managed by its sister organizations. Unlike traditional private equity, it combines long-term capital with an active, hands-on ecosystem approach to create shared value for its companies. Its goal is to help software firms grow sustainably and turn strategic opportunities into lasting success within its ecosystem.

Company size
11-50
Company stage
Not listed
Total funding
Not listed
Headquarters
Cologne, Germany
Founded
2022

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