Customer Wellbeing Team Lead, Germany
The one who makes Germany feel cared for.
Healf has built something rare in the UK. Half a million customers. A brand that people trust with their health across EAT, MOVE, MIND, SLEEP. A customer experience that reflects that.
None of that transfers automatically.
German customers are different. A British wellness brand that arrives with generic support scripts and slow response times will be ignored.
But a brand that shows up in fluent German, understands the culture, resolves problems before they escalate, and treats every interaction as a reflection of genuine care? That is something Germany's wellness market doesn't have.
Your job is to build that.
This is one of our first customer hires built for our consumer base in Germany. You will start hands-on — answering emails, managing WhatsApp, handling escalations, setting the tone. Then you will hire and lead a team of 4–5 Customer Wellbeing Executives as we scale. The standards you set, the culture you build, the processes you define will shape how Healf shows up for German customers for years to come.
This is not a support role. It is a founding role.
Healf is Europe's fastest-growing company.
Number one on the FT1000, number one on the Sifted 100. From £1m to over £100m in under three years, with a small, talent-dense team and an electric culture with day one founder intensity. Now we're aiming for £1bn in the next three. We curate the world's best wellbeing brands across The Four Pillars™: EAT, MOVE, MIND, SLEEP. That's the first chapter. The next chapter is harder and more interesting. We are moving from one market to many, from e-commerce to a technology platform, and from curating wellbeing to defining it. We are a health company, so we think we should act like one. At its fullest expression, Healf redefines what wellbeing means for tens of millions of people.
Why this role is Healf
Most international expansions fail because they translate. They take what worked at home, localise the language, adjust the logistics, and expect it to land. In wellness, that fails faster than most. Health is personal, cultural, and deeply tied to trust. What earns trust in London does not automatically earn trust in Berlin or Munich.
The customer experience is where that trust is won or lost. Not in the ad. Not in the product. In the moment someone has a problem and needs it resolved — in their language, at their standard, with the care and precision a German consumer expects.
You will have extraordinary support. The central team in London handles acquisition, conversion, and commercial infrastructure. The processes, the helpdesk systems, the playbooks — all of it is there for you to build on.
What we do not have is a German customer function. Nobody has built what Healf needs in this market yet. You have to create it. And because this is the founding market, what you create becomes the model for every customer team Healf opens across Europe. Every standard you set, every process you define, every lesson you learn will be studied and repeated. That is why the bar is so high. The first Customer Wellbeing Team Lead doesn't just launch a support function. They set the standard for how Healf takes care of customers internationally.
What you will own
→ The German customer experience, end to end. Response time, resolution rate, CSAT, quality. You own the numbers and you take them seriously.
→ The tone and standards. German communication that is warm, expert, and consistent with who Healf is — written and spoken to a professional standard. Not a translation. A reinvention for a market that expects more.
→ The team. Hire, onboard, and coach the people who will carry the function as it scales. Build a culture of ownership, care, and accountability from day one.
→ The feedback loop. Turn what customers tell you into improvements across Operations, Product, Marketing, and Commercial. You are the voice of the German customer inside Healf.
→ The blueprint. You are the first. What you build becomes the model for every customer function Healf opens across Europe.
Why you're Healf
You are fully fluent in German — written and spoken. That is non-negotiable. You know how trust works with a German consumer — the precision they expect, the patience they won't extend, and the loyalty they will give when you get it right.
You have at least two years in customer service or customer experience, and you know the difference between closing a ticket and genuinely resolving a problem.
You move like a founder. You don't wait to be told what needs fixing. You see it, you own it, you solve it. The early days of a market launch are relentless and you find that energising.
You care about health. Not because the job description says so. Because you genuinely believe that expert-led, evidence-driven wellbeing is better — and that belief comes through in every customer interaction.
Show us
→ A customer experience or support function you built from scratch. What was the state when you started, what did you build, and what does it look like now?
→ A moment where you turned a difficult customer situation into a loyal one. How did you do it and what did you learn?
→ Evidence you can hold standards and move fast at the same time. What did that look like in practice? → How you've led or developed people, formally or informally. What is your approach to building a high-performance team?
→ Something that tells us wellbeing is personal for you, not just professional.
The deal
Competitive base for the right person. We ask a great deal of the people who work here. We expect full ownership and a genuine commitment to give this chapter everything you have. In return, we will give you the same: everything we have, invested in your growth, your wellbeing, and the defining skills of the next decade. We have built the fastest-growing company in Europe with a team small enough that every person in it shapes the outcome. That is still true today. The next person we hire will change the trajectory of what we're building in Germany. If the most important work of your career is ahead of you, this is the place to do it.
One question
Include your answer in your CV or cover letter attachment when you apply.
Healf is launching in Germany. It's week three. You have no team yet, the volume is higher than expected, and you've spotted that the same complaint — a product arriving damaged — is coming in repeatedly. You're handling it case by case, but it keeps coming. What do you do, and how do you decide what to prioritise first?
200 words. Plain English. No templates. Show us how you think.