Berlin (Germany)

• Main point of contact for escalations and clarifications within the CS Account Services Team, ensuring timely resolution or coordination of solutions

• Manage and maintain CS account services work instructions and processes, including process improvements and KPI development in collaboration with Product owners

• Deliver onboarding and upskilling trainings on product knowledge and case management

• Led nesting and shadowing sessions, and monitor client interactions for quality and accuracy

• Conduct quality assessments, identify optimization potential, and evaluate development measures and coaching

• Act as primary contact for high-value clients and key stakeholders, coordinating strategic topics both within and outside the organization.