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About the Role
LANCH is building one of Europe's most exciting food platforms, with partner restaurants at its core. As a Partner Success Manager, you will ensure they operate smoothly, receive prompt assistance, and achieve long-term success. You will act as the voice of the partner internally and the voice of LANCH externally, demonstrating a solution-oriented, data-driven approach with startup speed.
Responsibilities
- Serve as the primary point of contact for your partner portfolio, addressing all incoming inquiries from operational questions to technical issues.
- Prioritize, coordinate, and resolve partner issues, providing clear communication on status and next steps.
- Collaborate closely with Ops, Tech, and Sales teams to resolve partner problems quickly and sustainably.
- Monitor key performance indicators for your portfolio, such as ratings, availability, and cancellation rates, to proactively identify partners needing attention.
- Contribute to building support infrastructure, including FAQs, escalation processes, and communication templates, to ensure scalability.
- Actively utilize AI tools to enhance productivity.
- Provide support during launches, campaigns, and ad-hoc requirements.
Requirements
- Background in Business, Management, Hospitality, or Gastronomy, or equivalent experience in handling demanding clients.
- Clear, empathetic communication skills, even under pressure.
- Fluent German (B2B context); English is a plus.
- Structured work approach to manage multiple open requests effectively.
- Proficiency with digital tools such as CRM, spreadsheets, and ticketing systems.
- Experience using AI as a daily work tool or a strong interest in developing this skill.
- Basic knowledge of data analysis or SQL is a plus.
- German language proficiency is a fundamental requirement for this position.
Skills
- Communication
- Problem-solving
- Data analysis
- CRM
- Spreadsheets
- Ticketing systems
- AI tools
Location
- Berlin (office-based)
- Remote communication with partners
Work Type
- Office-based
- Remote communication
Experience Level
- Not specified
Education Level
- Not specified
Benefits
- Fair compensation
- Shares in LANCH (for permanent employees)
- Team offsites every 16 weeks
About the Company
- LANCH is a rapidly growing consumer startup in Germany, founded by serial entrepreneurs and backed by top European investors.
- The company's vision is to create the food brands of the future across delivery, retail, and CPG.
- LANCH operates multiple ghost kitchen brands, is expanding internationally, and is driving a significant store expansion with Loco Chicken.
- Investors include HV Capital, Felix Capital, and founders/executives from prominent companies like FlixBus, Gorillas, Flaschenpost, Glovo, Foodspring, Foodora, HelloFresh, and Wolt, as well as celebrities.