Customer Support & Operations Lead

GETAWAY.PRO

. Provide direct support to end customers and fleet customers .

Posted 10/5/2026full-timeBerlin • GermanySeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer support and operational processes, with a strong focus on integrating AI solutions to enhance efficiency and effectiveness. Proficient in leading teams, conducting quality checks, and optimizing fleet management operations.

Highest-signal resume keywords

Customer Support LeadershipClaims Processing ManagementAI Workflow IntegrationOperational Process AnalysisShift Planning

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Claims ProcessingOperational Fleet ProcessesQuality ChecksIncident ResolutionTicketing System Management

Soft Skills

Team LeadershipCommunicationProblem Solving

Tools & Technologies

AI ToolsDigital Tools

Industry Keywords

Fleet ManagementOperational Back-Office ActivitiesCustomer SupportIT Service

About the role

Key responsibilities & impact

Provide direct support to end customers and fleet customers
Resolve complex technical issues
Handle incidents in a structured manner via the ticketing system
Coordinate and oversee operational back-office activities in fleet management
Independently manage claims processing and other fleet-related processes
Use modern AI tools to automate support and operations workflows
Actively integrate new AI-powered workflows into daily processes
Analyze existing operational processes and identify weaknesses
Develop efficient solutions to scale operations
Work closely with Product, Engineering, and Fleet teams
Incorporate feedback from day-to-day operations into product and process improvements

Requirements

What you’ll need

Several years of proven hands-on experience leading a team or working as a Lead in Customer Support, IT Service, or Operations is required
Solid experience with shift planning
Experience conducting quality checks
Experience managing and monitoring external service providers, such as call centers
Excellent written and spoken German is essential
Good English skills are a plus
Affinity for digital tools and a strong interest in integrating and using AI solutions to optimize processes are desirable
Experience with, or a strong interest in, operational fleet processes, such as claims processing and fleet back-office operations

Benefits

Comp & perks

Flexible working hours and home-office / hybrid-work options
An innovative environment where the use of modern AI tools is encouraged and embedded in daily work
Varied responsibilities at the intersection of end customers, technology, and fleet operations
Flat hierarchies and short decision-making processes
A dynamic team
Opportunities for personal and professional development