Christian Cuius
Head of Product Support @Doctolib
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WORK HISTORY
Head of Product Support @Doctolib
Berlin, DE
Lead and develop a hybrid support organization of 40+ FTEs across internal teams and an external BPO, ensuring alignment on quality, efficiency, and customer focus-Manage and coach a team of 4 Team Managers, fostering leadership growth, accountability, and continuous improvement across both B2B and B2C support-Drive process optimization and automation initiatives, leveraging technology and lean methodologies to improve efficiency, scalability, and service quality-Provide structured feedback and career development opportunities, building a high-performance culture across teams-Implement and integrate AI-driven solutions to support agents (knowledge management, workflows, quality monitoring) and to enhance customer self-service and contact deflection-Define and monitor key performance metrics (CSAT, NPS, SLA, productivity), using quantitative and qualitative data insights to steer strategic decisions-Partner cross-functionally with all departments within the company to design and optimize support processes that align with business goals and customer needs-Develop and execute customer satisfaction and retention strategies, balancing operational excellence with a customer-first mindset-Oversee forecasting, resource planning, and vendor management to ensure cost-effective and scalable support operations
EDUCATION
Università di Catania
Bachelor's degree, International communication
SKILLS
ABOUT CHRISTIAN CUIUS
How important is Customer Service to you?Now.answer the question again and be honest, how important is Customer Service to YOU?Some people/companies consider a good Customer Service as an added value, some consider it to be a cost factor they would keep as low as possible. I strongly believe, that an excellent Customer Service is a huge added value to a company. Ever thought about the fact, that whatever good or service you are offering/selling, all of that would mean nothing without the most precious element of it all: Customers!Back in 2012 when I moved to Berlin, I applied for a few jobs - I really wanted to work in the travel industry, but being new in town I didn´t want to be picky, I just wanted to work - and ended up working in Customer Service. Almost 10 years later I´m still happy with my choice: started small (as an Agent), quickly worked my way up (Coach, Team Lead, Customer Service Manager, Customer Care Partner Manager -aka Head of.).I´ve worked in different projects, different companies, build teams, helped to open a new location, hired a lot of good people, ramp up - ramp down, you name it!But at the end of the day what keeps my fire burning, is knowing that our Customers are happy with the service we provide.Providing an excellent Customer Service is not easy.Turning an unhappy Customer into a happy customer is hard.Keeping your Customers happy and loyal is even harder.If Customer Service is important to you, regardless of the industry you work in,I suggest you read the following book: Excellence wins by Horst Schulze.
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