Head of Customer Success

As our Head of Customer Success (all genders) at JUMiNGO, you will take end-to-end responsibility of Customer Success and Customer Support. This is a pivotal role for the further scaling of our our Customer Success processes, putting our customer needs in the very center of our doing. It is about building systems, service models and automation that reduce manual work, create consistency and support a growing logistics platform.

JUMiNGO is the digital platform for global shipping. We bundle international express and air freight services and automate customs and document processes - making cross-border shipping easy, fast, and transparent for businesses. In doing so, we are setting new standards and driving forward the digitalization of the logistics industry.

If you like turning complex operations into scalable structures and leading teams through growth, this role gives you exactly that responsibility. 🛫

• You own Customer Success and Customer Support end-to-end across all markets and customer segments
• You continuously improve customer operations to scale reliably with volume and international expansion
• You design and optimize workflows, service models and support levels, balancing customer experience, efficiency and cost
• You drive automation across support and success processes using tooling, data and AI to reduce manual effort
• You own and continuously develop the customer support tool landscape, including ticketing and call systems
• You establish a clear operating rhythm with KPIs, transparency and accountability at team and leadership level
• You lead, develop and coach team leads and managers, building a strong ownership culture
• You own the customer-facing claims experience in close collaboration with Operations and Finance

• You have several years of leadership experience in Customer Success and/or Customer Support within complex, operational environments
• You have scaled customer operations through process design, automation and system thinking
• You bring strong hands-on experience with support tooling such as ticketing and call software
• You have designed service models for different customer segments and operational realities
• You understand how automation, data and AI can be applied pragmatically in customer operations
• You work analytically and are confident managing KPIs related to efficiency, quality and operational performance
• You bring a strong ownership mindset and are comfortable leading teams and stakeholders
• You are fluent in German and English - additional languages are a plus

• Flexible working hours, fully remote option and possibility for up to 12 days of "workation" per year
• 30 + 1,5 vacation days to recharge your batteries as well as the option to take unpaid vacation days
• Stability through permanent employment and optional a company pension plan
• Extensive onboarding as well as start-up flair with short communication channels and flat hierarchies in an agile working environment
• Excellent working atmosphere and numerous events at team level and with the entire company (such as Rooftop BBQ, party trip, Buddy Bash)
• Modern, bright office building at Cologne Central Station with ergonomic office equipment, Skygarden with Dom-view and several sun terraces for relaxed breaks (if preferred - you are also free to work completely remotely)
• Monthly €50 tax free payment in kind, usable for Urban Sports membership or via Pluxee Card
• Cool drinks, coffee, fruit and snacks as well as an in-house restaurant with employee discount if you prefer to work on-site
• Several office dogs as well as the possibility to bring your (office-suitable) four-legged friend along 🐶

If you’re ready to lead our Customer facing teams and automate our processes behind the scenes, come join JUMiNGO!