FAQs
What is the primary mission of the Head of Customer Operations role at Birdie?
The primary mission of the Head of Customer Operations is to serve as a trusted advisor and advocate for Birdie's partners in Germany, ensuring they are successful and delighted with the use of the product.
What are the main responsibilities of the Head of Customer Operations?
The main responsibilities include building the post-sales function, managing onboarding and support teams, mitigating churn, facilitating customer onboarding, providing outstanding support, and identifying expansion opportunities for partners.
What skills are required for this position?
Required skills include excellent communication abilities, experience in cross-functional collaboration, strong organizational skills, proactivity, results-orientation, and a passion for leveraging technology in home care.
Is proficiency in German required for this role?
Yes, proficiency in German at a native level or equivalent is required for the Head of Customer Operations role.
Where is this position located?
The position is based in Berlin, and candidates should be willing to travel to the office a couple of days a week.
What benefits does Birdie offer to its employees?
Birdie offers a personal development budget, a supportive and experienced team, generous time off policies, fertility leave, social events, and a positive workplace culture.
How does Birdie approach equal opportunity employment?
Birdie is an equal opportunity employer and strives to reduce unconscious bias throughout the hiring process, considering all applicants for employment without regard to various personal characteristics.
What kind of working environment can be expected in this role?
The working environment is fast-paced and dynamic, requiring resilience and a willingness to engage in tasks that enhance partner relationships even if they don't scale.
Are there opportunities for professional development in this role?
Yes, there is a personal development budget available for courses, trainings, coaching, and conferences to facilitate continuous learning and growth.
What is the focus of the customer success strategies for the German market?
The focus is on customer advocacy, managing escalations, ensuring maximum value from the platform, and engaging in growth opportunities such as cross-selling and upselling.