Customer Operations & Success Lead (Support & Auftragsmanagement) (w/m/d)

About Evalion & Gutachten(.)org

Evalion is a digital platform & appraisal office for high-quality real estate appraisals. With our brands Evalion(.)net (B2B) and Gutachten(.)org (B2C), we create simple access to professional appraisals for private individuals, companies, and institutional investors - and are building a scalable business model for the DACH market. In the long term, we are developing a service ecosystem around real estate with integrated offerings for owners, investors, and companies. With Evalion, we are digitizing and revolutionizing a systemically relevant industry.

Why Now?

We have validated our proof of concept, are experiencing strong demand, and are in a dynamic scaling phase. For this, we are looking for a leader to take our customer service & order processing to the next level - technically, organizationally, and culturally.

Responsibilities

• End-to-end responsibility for Customer Support, Customer Success & Order Management (B2C & B2B).
• Team Leadership & Development: Leading the existing team (Customer Service & Processing / Junior Appraisers). Planned expansion (3 to 9 additional employees) in the coming months - depending on efficiency & process maturity.
• Process Setup & Scaling: Establishing, documenting, and continuously improving workflows (SLAs, escalations, knowledge base, QA checks).
• Ensuring Service Quality: Monitoring relevant KPIs (e.g., First Response Time, Time-to-Resolution, CSAT/NPS, Backlog), feedback loops with Operations & Product.
• Managing Order Processing: Ensuring that all customer orders are processed completely, on time, and in high quality - from document check to handover to the appraisers.
• Company Interface: Close collaboration with Management, Sales, Operations/Appraisers, and Product/Tech; deriving requirements from customer dialogue.
• Hiring & Enablement: Recruiting, onboarding, coaching & further development of the team; capacity & shift planning.
• Outlook: Development into Head of Operations - with a further option for COO, depending on team size, results responsibility, and impact.

Qualifications

• Initial leadership experience in building and managing customer service and order processing teams in a growing environment (startup/scale-up or comparable).
• Proven Process Excellence: You have implemented scalable structures, SLAs, and QA mechanisms and managed KPIs operationally.
• Hands-on Mentality: You can actively contribute operationally while thinking strategically.
• Strong Communication & Conflict Resolution Skills in German.
• (Nice to have) Experience in the field of real estate / real estate appraisals. (Knowledge is a big plus, but not a requirement - we are happy to develop you further here.)

Benefits

• Impact & Ownership: You will build a central company division - with real creative freedom.
• Scaling Phase Up Close: High learning curve, quick decisions, direct line to management.
• Career Path: Outlook towards Head of Customer Operations / Director depending on team & results responsibility.
• Attractive Remuneration: Market-competitive fixed salary plus performance-based components; significant development possible with growing responsibility.
• Attractive Compensation Package: Tell us what you need - we'll try to make it happen.
• Work Environment: Small, motivated team, modern tools, flexible/hybrid work.

Does this sound like you? Then let's talk - we look forward to hearing from you!

Evalion GmbH