Director of Customer Experience – Berlin in Berlin bei Billie

Hi! We are Billie. We are a breakthrough Fintech startup in Berlin that aims to revolutionize small business financing. We are a team of high-calibre start-up veterans that successfully founded, grew, and sold their first company (founded Zencap, sold to Funding Circle) and are now scaling our next venture. We have a world-class team on the ground and some of the strongest investors in Europe backing our company.

Based on big data analytics, fully digitalized processes and a highly scalable state of the art tech platform, we offer the simplest and fastest way for small businesses to access capital. Our innovative solution provides financing against open invoices of small businesses – no hidden fees, no paperwork, no boring bank branches. Financing as it should be. Like that, we will make a lasting impact on small businesses that provide jobs and income for millions.

Join us to create the future of small business financing!

ABOUT THE ROLE:

As our Director of Customer Experience, you will have the unique opportunity to design and build Billie's customer success and customer support units. We are expanding our team in Germany and growing our product internationally very soon. We are looking for your expertise and drive to help Billie to succeed through this exciting journey.

Customer Experience is about making our merchants and buyers love the Billie product. This involves proactively helping customers to navigate the product, get the most benefit out of it and making them successful. Your key responsibilities are twofold: designing the structure and governance of Billie's Customer Experience unit from greenfield and building a strong team for that unit. This is a unique chance to shape the team-building journey end-to-end: define the required roles and responsibilities, hire your team, establish a service-oriented spirit and culture within, and inspire and enable them to do great work. You will have lots of creative freedom to determine the most suitable set-up for both the customer success and support units.

In Customer Success:

• Leveraging the deep customer understanding from your team's customer interactions to drive initiatives that strategically improve our offering
• Bringing the customers' voice to other departments in Billie: Your team will play a crucial role at the intersection to the product teams in order to continuously improve our product. Joint product design research in close collaboration with product managers ensures a holistic customer experience. Similarly, your team will work at the interface to the marketing and sales teams to shape messaging and communication.
• Designing campaigns for merchant education to facilitate proper product use and configuration
• Helping merchants overcome pain-points via effective issue resolution pathways
• Introducing customer satisfaction measurement and improvement campaigns

In Customer Support, you will have control over all important design questions such as:

• Selection of tools and 3rd party providers
• Structure of 1st level versus 2nd level support and interface management between them
• Capacity needs and staffing requirements
• Determining the optimal degree of outsourcing versus insourcing

Key facts

• Department: Operations
• Reporting Line: VP Operations
• Working Hours: Full-Time
• Location: Ideally, Berlin. Remote within Germany with willingness to travel to Berlin can be discussed.
  
• Duration: Permanent

WHO WE ARE LOOKING FOR:

• You have multiple years of leadership experience in managing Customer Experience in a tech company, either B2B or B2C.
• You have experience in building and leading teams. Your can-do attitude drives you and your team to success
• You enjoy the creative process of bringing new structures to life. You base your recommendations and solution designs on fact-based analyses as well as previous experience.
• You have strong communication skills and a very good command of both German and English

WHAT WE OFFER YOU:

• One of the best Virtual Shares Incentive Programs in the market, so that everyone in Billie is invested in our success.
• Flexible working hours and trust in your ability to deliver while empowering you to take control of your work-life balance.
• Freedom to balance Work from Home and Office time according to your needs and your team's. No restrictions, only guidelines and a flexibility first approach.
• Up to 6 weeks per year of "Workation", work from anywhere as long as you can adapt to your Berlin-time meetings.
• Yearly development budget to broaden your skill set and horizons.
  
• A Berlin-based, english-spea