Operational Excellence Coordinator (gn)

Your Tasks

The Bikeleasing Group stands for modern mobility and benefit solutions that intelligently connect companies, retailers, and employees: efficiently, digitally, and with real impact. With over 70,000 corporate customers, we are one of the leading providers in the employee benefits sector and actively shape the working world of tomorrow. As Operational Excellence Coordinator (gn), you will take on a central function in our Operations Team and actively contribute to ensuring that customer processes and workflows run smoothly in everyday life. You will work closely with Customer Service, Product Teams, and external vendors, and can bring your expertise in tools, processes, and data-based analysis into play and further develop it. If you are eager to take on responsibility, drive things forward pragmatically, and work in a professional environment with short decision-making paths, then you're exactly right here. Sounds good? Then we look forward to getting to know you.

• You will take ownership of internal first-level support around our central customer service tools – from intake to completion, with clear prioritization and definition of done
• You will maintain and develop our knowledge databases and help center further, establish standards, and ensure that knowledge is quickly findable and consistently usable
• You will set changes to ticket fields, forms, routing logic, macros, and help center structures as well as call routing, IVR, and QA foundations in our cloud-based telephone system under control and transparently
• You will ensure consistent implementation across all service channels – Voice, E-Mail, Chat, and Self-Service
• You will analyze patterns data-based, lead measures, and set them with clear impact on efficiency and early warning systems – for example, at Contact Reasons, Backlogs, Deflection Rates, or recurring disturbances
• You will pragmatically implement modern KI-supported features and can also set up small automations or adapt them, for example, using n8n or Power Automate

Your Strengths

• You have a completed education or bachelor's degree with a commercial, technical, or process-oriented orientation
• You bring first professional experience in Operations, Customer Support/Success, Process Management, or Tool Administration
• You can consistently prioritize requests and tasks and maintain an overview even when dealing with multiple topics
• You work detail-oriented and quality-conscious and bring a strong customer orientation
• You don't wait for instructions, but take the initiative – you think entrepreneurially and have a clear bias for action
• You are familiar with the Microsoft environment (Outlook, Teams, Excel) and have ideally already worked with ticket tools or cloud-based telephone systems, such as Zendesk, Freshdesk, Aircall, or similar
• You possess very good German language skills (C1) and good English language skills (B2), for example, for vendor support, documentation, and occasional meetings

Why join us?

We live genuine team spirit: every single person counts. Our dynamically growing team does great things every day – and we want you to be part of it!

• You are part of a strongly growing company, can drive many things forward, and actively shape the future – together, we create a long-term career perspective
• Maximum flexibility thanks to flexible working hours, hybrid work & workations
• We live genuine sparring: open communication, honest feedback, and cooperation on eye level
• You will receive a monthly 50-euro voucher of your choice – plus 60 euros per year on your birthday through Probonio
• In addition to strong insurance conditions for your occupational pension provision, you will also benefit from asset-effective benefits
• And, of course, you can lease up to two bicycles or pedelecs through us as an employer

We see diversity as enrichment for our team. Therefore, we look forward to all applications and would especially like to encourage people with disabilities or other challenges to apply.

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