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Customer Experience Team Leader - EU Job Opening In Berlin – Now Hiring MPB


Job description




🚀 Customer Experience Team Leader 🚀
📍 Location: Berlin
💖 Department: Product & Customer
📅 Position type: Full time, hybrid on a 12-month contract.

The role

We're looking for a dedicated and people-first Team Leader to help shape the daily success of our Customer Experience team in our Berlin office.

You’ll be at the centre of operations—supporting a team of Customer Experience Advisors, resolving complex customer queries, and ensuring every customer interaction reflects our high standards.


You’ll be the go-to expert for platforms, workflows, and service policies while coaching and developing your team to thrive.

This role is perfect for a natural leader who loves balancing strategy with empathy and thrives in a fast-paced environment where no two days are the same.

What you will be doing


  • Lead and support a regional CE team to deliver timely, high-quality service across all contact channels.

  • Act as the second point of escalation for complex or sensitive customer cases.

  • Monitor performance metrics (e.g. Intercom volumes, Trustpilot reviews) and manage team coverage.

  • Perform daily quality checks, deliver coaching, and contribute to tailored development plans.

  • Collaborate with Operations, Pricing, and Logistics to resolve urgent cases and streamline processes.

  • Facilitate onboarding, technical training, and ensure knowledge content stays up to date.

What we are looking for


  •  Proven leadership or senior experience in a customer service or contact centre environment.

  • A clear communicator who stays calm under pressure and confidently handles escalations.

  • Highly organised with strong prioritisation skills and a proactive mindset.

  • Comfortable using support platforms and tools  with a tech-savvy approach.

  • Experience in training, coaching, or quality assurance is highly desirable.

  • Bonus: Interest or experience with photography gear and related products.

Our Values; applied


🌍 Better, Connected: We work collaboratively and embrace diversity, creating a safe space for all

💡 Empowering and Empowered: You enable your team to grow by providing the tools, trust, and accountability needed to make confident, customer-focused decisions

🔎 Insight-drivenYou make informed decisions based on performance data, contact trends, and customer feedback to elevate the experience and team impact.

🌱 Agents of Change: You adapt quickly to possible challenges and support change initiatives that improve the customer journey and team performance.

🌟 Focussed on Excellence: You proactively raise the bar for customer experience by using quality assurance, insights, and a performance-driven mindset

🚀 Passionately Ambitious: You inspire high standards and continuous improvement through coaching, feedback, and a commitment to service excellence

About MPB

We are MPB, the largest global platform for used photography and videography equipment.

Our platform transforms the way that people buy, sell and trade in photo and video kit.

MPB is a destination for everyone, whether you’ve just discovered your passion for visual storytelling or you’re already a pro.

We recognise the benefit of inclusive practices to better build a diverse community here at MPB.

Our commitment to ensuring inclusion fuels and connects us as one with the diverse community of visual storytellers that we serve.

MPB customers come from all walks of life, and so do we.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of family makeup, race, sexuality, religion, gender identity, disability or age.

At MPB, every employee has the opportunity to make an impact and grow.

Benefits

We support our staff and their careers in every way we can and we offer the following benefits:


  • You’ll get 20 days of statutory holiday, plus 8 additional days from us—with the option to buy up to 5 more each year + 2 days of volunteering leave + 1 day a year to focus on your well-being

  • Urban Sports Membership discount

  • Retirement & pension plans

  • BVG ticket discount (50%)

  • MPB Employee discount and uplifts

  • Employee Assistance Programme (EAP)

  • Learning Management System (the MPB Learning Lab)- You'll have access to thousands of free courses to up-skill in any areas you'd like, personal or professional

  • Enhanced paid parental leave

  • Summer and winter employee events

  • Financial assistance scheme

  • Milestone Gifts - €150 Amazon voucher to celebrate the arrival of your new baby; €150 Amazon voucher for you and your partner when you tie the knot or enter into a civil partnership

  • Dog friendly office

Required Skill Profession

Supervisors Of Office And Administrative Support Workers


  • Job Details

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Unlock Your Customer Experience Potential: Insight & Career Growth Guide


Real-time Customer Experience Jobs Trends (Graphical Representation)

Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph here. Uncover the dynamic job market trends for Customer Experience in Berlin, Germany, highlighting market share and opportunities for professionals in Customer Experience roles.

5370 Jobs in Germany
5370
678 Jobs in Berlin
678
Download Customer Experience Jobs Trends in Berlin and Germany

Are You Looking for Customer Experience Team Leader EU Job?

Great news! is currently hiring and seeking a Customer Experience Team Leader EU to join their team. Feel free to download the job details.

Wait no longer! Are you also interested in exploring similar jobs? Search now: .

The Work Culture

An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at MPB adheres to the cultural norms as outlined by Expertini.

The fundamental ethical values are:

1. Independence

2. Loyalty

3. Impartiapty

4. Integrity

5. Accountabipty

6. Respect for human rights

7. Obeying Germany laws and regulations

What Is the Average Salary Range for Customer Experience Team Leader EU Positions?

The average salary range for a varies, but the pay scale is rated "Standard" in Berlin. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

What Are the Key Qualifications for Customer Experience Team Leader EU?

Key qualifications for Customer Experience Team Leader EU typically include Supervisors Of Office And Administrative Support Workers and a list of qualifications and expertise as mentioned in the job specification. The generic skills are mostly outlined by the . Be sure to check the specific job listing for detailed requirements and qualifications.

How Can I Improve My Chances of Getting Hired for Customer Experience Team Leader EU?

To improve your chances of getting hired for Customer Experience Team Leader EU, consider enhancing your skills. Check your CV/Résumé Score with our free Tool. We have an in-built Resume Scoring tool that gives you the matching score for each job based on your CV/Résumé once it is uploaded. This can help you align your CV/Résumé according to the job requirements and enhance your skills if needed.

Interview Tips for Customer Experience Team Leader EU Job Success

MPB interview tips for Customer Experience Team Leader   EU

Here are some tips to help you prepare for and ace your Customer Experience Team Leader EU job interview:

Before the Interview:

Research: Learn about the MPB's mission, values, products, and the specific job requirements and get further information about

Other Openings

Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.

Dress Professionally: Choose attire appropriate for the company culture.

Prepare Questions: Show your interest by having thoughtful questions for the interviewer.

Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.

During the Interview:

Be Punctual: Arrive on time to demonstrate professionalism and respect.

Make a Great First Impression: Greet the interviewer with a handshake, smile, and eye contact.

Confidence and Enthusiasm: Project a positive attitude and show your genuine interest in the opportunity.

Answer Thoughtfully: Listen carefully, take a moment to formulate clear and concise responses. Highlight relevant skills and experiences using the STAR method.

Ask Prepared Questions: Demonstrate curiosity and engagement with the role and company.

Follow Up: Send a thank-you email to the interviewer within 24 hours.

Additional Tips:

Be Yourself: Let your personality shine through while maintaining professionalism.

Be Honest: Don't exaggerate your skills or experience.

Be Positive: Focus on your strengths and accomplishments.

Body Language: Maintain good posture, avoid fidgeting, and make eye contact.

Turn Off Phone: Avoid distractions during the interview.

Final Thought:

To prepare for your Customer Experience Team Leader EU interview at MPB, research the company, understand the job requirements, and practice common interview questions.

Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the MPB's products or services and be prepared to discuss how you can contribute to their success.

By following these tips, you can increase your chances of making a positive impression and landing the job!

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