Customer Wellbeing Team Lead (Germany)

Build the Future of Wellbeing

Do Your Life’s Best Work

If modern wellbeing were redesigned from scratch, it wouldn’t live in a GP’s office or a cluttered supplement aisle. It would be digital-first, beautifully curated, and powered by data that actually helps you feel your best.

That’s what we’re building at Healf. An ecommerce platform at the intersection of personalised health and curated wellbeing. We connect customers with the world’s most effective products across EAT, MOVE, MIND, and SLEEP, and we’re just getting started.

We combine culture-shaping storytelling, cutting-edge health tech (like our new blood testing platform, Healf Zone), and a best-in-class product experience to help people build rituals that work.

Backed by investors behind Soho House, Alo Yoga, Cult Beauty, and Innocent, we’re scaling fast, and redefining how the world shops and lives well.

About Us

At Healf, we’re not just a company, we’re a movement. Founded by two brothers whose own wellbeing journeys inspired our mission to empower others, Healf is built on grit, determination, and a shared understanding of the power of wellbeing.

Our culture is grounded in The Healf Standard—five principles that define how we work and win:

• We Work Harder Than Anyone Else: Building something that improves lives takes long hours, grit, and sacrifice, but we thrive on it. We all feel energised by what we’re building.
• Never Settle: We challenge the status quo and push ourselves to be better every day. We never settle for mediocrity or the idea that something can’t be done.
• Obsession Over Talent: Talent alone isn’t enough—relentless curiosity and a drive to grow set us apart.
• The Healf Lifestyle: We live what we preach—our personal commitment to wellbeing fuels our professional productivity.
• Stronger Together: Everyone owns their lane, but we run as a unit.

With Healf Zone on the horizon, we’re entering the next phase of our journey: closing the loop on health with personalised, preventative care that unlocks longevity and optimised wellbeing. This is your chance to help build something that’s not only extraordinary, but a first of its kind.

The Role

At Healf, our customers’ satisfaction and wellbeing are at the heart of everything we do. As Customer Wellbeing Team Lead (Germany), you will be responsible for building and leading our German-speaking customer function as we expand into Europe.

This role is based in the UK (London) and reports directly to the Head of Customer Wellbeing.

You will be our first German hire, playing a pivotal role in launching and shaping the customer experience in this market. You will initially operate hands-on, setting the tone and standards, and will then lead the hiring and onboarding of 4–5 Customer Wellbeing Executives as we scale.

This is a unique opportunity to build a market from the ground up — defining processes, culture, quality standards, and customer expectations from day one.

Where You’ll Make An Impact

• Lead the German customer experience function from launch through scale.
• Hire, onboard, and coach a team of 4–5 Customer Wellbeing Executives.
• Set clear standards for tone, quality, speed, and customer care across all channels.
• Be hands-on in the early stages: supporting customers via email, WhatsApp, phone, live chat, and social channels, particularly with escalations and complex cases.
• Own key performance metrics including response time, resolution rate, CSAT, and quality assurance.
• Ensure all German customer communication is native-level, culturally aligned, and consistent with Healf’s brand voice.
• Build scalable workflows within our helpdesk systems and internal processes.
• Turn customer insights and feedback into actionable improvements across Operations, Product, Marketing, and Commercial teams.
• Build a high-performance team culture grounded in ownership, care, and accountability.

What You’ll Bring

• Native German speaker (written and spoken).
• Strong written and verbal communication skills in English.
• At least 2+ years’ experience in Customer Service / Customer Experience.
• Ability to operate both strategically and hands-on.
• High ownership mindset with strong problem-solving ability.

Bonus Points If You Have

• Previous team lead or people management experience, or clear evidence of mentoring and coaching others.
• Experience in e-commerce or a fast-growing startup environment.
• Passion for health, wellness, and helping people feel better daily.
• Comfortable handling customer calls and direct escalation management.

Why Join Healf

• Do your life’s best work: Build something that matters, with a team that moves fast and aims high
• Surround yourself with A+ talent: You’ll work with high-performers who care deeply and raise the standard every day
• Be a builder: This isn’t a cog-in-the-machine role. You’ll help shape our voice, culture, and growth
• Wellbeing is the lifestyle: From office yoga to Healf Zone insights, everything we do is rooted in our pillars: EAT MOVE MIND SLEEP
• Premium Wellhub Membership: Unlimited entry to 1000's of gym, yoga, & fitness studios.
• Exclusive Healf Perks: 50% off all Healf products plus discounted Healf Zone blood testing.
• Nest Pension: Secure your future with our pension contributions.
• Wellbeing-Focused Workspace: Incredible Hammersmith office with great natural lighting.
• Team Connection: Annual company-wide retreat to recharge and bond.