Operational Excellence Coordinator (gn)

Your mission

The Bikeleasing Group is one of the leading companies in employer mobility solutions and company bike leasing. With our brands, we shape modern working environments and continue to grow. As Operational Excellence Coordinator (gn) , you will take on a central role within our Operations team, ensuring that customer processes and workflows run smoothly day to day. You will work closely with Customer Service, product teams, and external vendors, bringing your expertise in tools, processes, and data-driven analysis to the table. If you enjoy taking ownership, driving things forward pragmatically, and working in a professional environment with short decision-making paths, you've come to the right place. Sounds good? We look forward to getting to know you.

• You take ownership of internal first-level support for our core customer service tools – from intake to resolution, with clear prioritisation and a defined definition of done
• You maintain and develop our knowledge bases and help centre, establish standards, and ensure that information is easy to find and consistently usable
• You implement changes to ticket fields, forms, routing logic, macros, and help centre structures, as well as call routing, IVR, and QA foundations in our cloud telephony system – in a controlled and traceable way
• You ensure consistent delivery across all service channels – voice, email, chat, and self-service
• You analyse patterns using data, derive actions, and implement them with a clear impact on efficiency and early-warning systems – for example around contact reasons, backlogs, deflection rates, or recurring issues
• You apply modern, AI-powered features pragmatically and, depending on your interest, can also build or adapt smaller automations, for example using n8n or Power Automate

Your profile

• You have completed vocational training or a bachelor's degree with a commercial, technical, or process-oriented focus
• You bring initial professional experience in operations, customer support/success, process management, or tool administration
• You can consistently prioritise requests and tasks and keep track of multiple topics at once
• You work in a detail-oriented and quality-conscious way and bring a strong customer focus
• You don't wait for instructions – you take initiative, think entrepreneurially, and have a clear bias for action
• You are confident in the Microsoft environment (Outlook, Teams, Excel) and ideally have experience with ticketing tools or cloud telephony systems, such as Zendesk, Freshdesk, Aircall, or similar
• You have excellent German skills (C1) and good English skills (B2), for example for vendor support, documentation, and occasional meetings

Why us?

• You'll be part of a fast-growing company where you can drive things forward and actively shape the direction – together we'll build a long-term career perspective
• Back to the office? Not here! Instead, you can expect maximum flexibility through our modern flexitime model and workation policy
• We live real sparring: open communication, honest feedback, and collaboration at eye level
• Through Probonio, you'll receive a monthly €50 voucher of your choice – plus €60 annually on your birthday
• In addition to strong conditions for your company pension plan, you'll also benefit from capital-forming payments
• And of course, you can lease up to two bikes or e-bikes through us as your employer

We see diversity as an enrichment for our team. That's why we welcome all applications and would especially like to encourage people with disabilities or other challenges to apply.