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About the Role

As Teamlead Customers Support & Operations, you will create the digital and process foundation to scale our support for educators and volunteers without losing quality, closeness, or our Acker spirit. You will align our offering with the needs of our target groups, analyze and simplify existing processes, and establish new structures. You will also identify opportunities for digitalization and AI to simplify work, build knowledge structures, and ensure the smooth running of the Acker season by managing support volume, planning resources, and ensuring daily operations function effectively.

Responsibilities

Take on the team lead role for an experienced and dedicated 10-person team.
Ensure educators and volunteers feel well-supported.
Create the digital and process foundation for support to scale without losing quality, closeness, or the Acker spirit.
Align the offering with the needs of target groups.
Analyze existing processes, simplify where appropriate, and establish new structures.
Ensure clear responsibilities, decision-making paths, and prioritized tasks.
Examine where digitalization and AI can simplify work, implement solutions, and ensure team understanding and utilization.
Build knowledge structures.
Oversee the smooth running of the Acker season.
Monitor support volume fluctuations throughout the year.
Plan resources and ensure daily operations function in intensive phases.
Foster team development, provide optimal conditions, and create a appreciative and inspiring work environment.
Contribute the support perspective in cross-team collaboration.
Ensure processes are viewed from the target group's perspective.
Shape and continuously improve the experience of educators and coaches with Acker.

Requirements

Proven experience in leadership roles, ideally in support, service, or operations.
Experience in building, developing, or transforming teams and structures.
Experience with digital support tools, automation, or AI-driven processes.
User-centric work as a lived practice.
Proficiency in Journey Mapping and Service Design.
Thrive in agile organizational forms.
Comfort with ambiguity, hypothesis-driven work, and finding structured paths forward.
Strategic, solution-oriented, and pragmatic thinking and working style.
Combine entrepreneurial foresight with hands-on mentality.
Focus on impact, user-centricity, scaling, and sustainable transformation.
Enjoy interacting with diverse teams and stakeholders.
Communicate openly, empathetically, and appreciatively.
Very good German language skills.
Ability to lead teams proactively and sustainably towards ambitious goals.
Navigate change processes with clarity, empathy, and conviction.
Balance operational stability with building new strategic initiatives.

Skills

Leadership
Team Building
Process Analysis
Process Simplification
Digitalization
AI Implementation
Knowledge Management
Resource Planning
User-Centric Design
Journey Mapping
Service Design
Agile Methodologies
Strategic Planning
Solution-Oriented
Pragmatic Approach
Hands-on Mentality
Stakeholder Management
Communication
Empathy
Change Management

Location

Berlin

Work Type

Flexible working hours
Part-time is a lived culture
Remote work is possible at any time

Experience Level

Leadership experience

Salary/Compensations

Fair salary structures
Salary expectations required in cover letter

Benefits

Up to 35 days of vacation
Professional development budget
Subsidy for sustainable retirement provision
Mobility allowance
Flexible working hours
Part-time options
Flexible office space for focused work and collaboration
Opportunities for team events (walks, hackathons, after-work drinks, retreats, karaoke)

About the Company

Acker creates unique experiences around food, inspiring children and adults towards healthy eating and sustainability.
Acker is a multi-award-winning social enterprise active throughout German-speaking countries.
Acker brings nature-based learning to where people live, learn, and work through innovative educational programs.
The vegetable garden serves as a living learning and experience space for ecological contexts and healthy nutrition.
Since its founding in 2014, over 400,000 children have participated in Acker's educational programs.
Over 2,000 institutions (kindergartens, schools, universities, municipalities, companies, care facilities) are actively participating.
Acker collaborates with around 200 partners from business, foundations, prevention, and public administration.
Acker is characterized by a particularly likeable, motivated team committed to innovative education and appreciation for nature and food.
Acker is a continuously, but sustainably growing social enterprise with a start-up character.
Open, honest communication and appreciative interaction are core values.
Feedback and a proactive learning culture are encouraged.
The company offers a unique working environment in and around the Berliner Malzfabrik.
Acker values diversity and believes different perspectives enrich the team.

Equal Opportunity

We value diversity not only on the field! We are convinced that different perspectives and experiences enrich and strengthen our team.
We are committed to an inclusive community where everyone – regardless of origin, gender, age, sexual orientation, disability, or religion – feels welcome and respected.
Just as every vegetable has its place in the field, everyone contributes their strengths to the growth of our mission.