Director Customer Care at Trustedshops

Berlin, Berlin, Germany -

Full Time

Start Date

Immediate

Expiry Date

16 Dec, 26

Salary

80000.0

Posted On

17 Sep, 26

Experience

18 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Yes

Skills

Industry

Travel & Tourism

Description

Your Responsibilities

Lead, coach, and develop our Customer Care Team Leads, providing both strategic and disciplinary leadership.
Own and continuously improve key customer service KPIs such as AHT, SLA, and CSAT across all Customer Care operations.
Drive service excellence by evolving standards, processes, and workflows with a strong focus on customer centricity and efficiency.
Monitor and optimize operational performance across critical processes, including Buyer Protection, refunds, reviews, and related customer journeys.
Co-create and implement automation and AI initiatives that improve scalability, productivity, and service quality.
Partner closely with Operations, Product, Controlling, Sales, and Finance to deliver sustainable business and customer outcomes.

Job requirements

Your Profile

Degree in Business, Communication, or a comparable field, or equivalent professional experience.
5+ years of leadership experience within Customer Care, Service Operations, or a comparable customer-focused environment, including experience leading leaders.
Proven track record of improving service KPIs, operational processes, and omnichannel customer support organizations.
Hands-on experience with CRM and ticketing systems, ideally Zendesk or Salesforce, as well as AI-supported service automation initiatives
Proactive, solution-oriented leadership style with excellent communication, organizational, and stakeholder management skills, ideally combined with experience with a works council.
Strong analytical approach to performance management, process improvement, and operational excellence.

Responsibilities

Your Responsibilities

Lead, coach, and develop our Customer Care Team Leads, providing both strategic and disciplinary leadership.
Own and continuously improve key customer service KPIs such as AHT, SLA, and CSAT across all Customer Care operations.
Drive service excellence by evolving standards, processes, and workflows with a strong focus on customer centricity and efficiency.
Monitor and optimize operational performance across critical processes, including Buyer Protection, refunds, reviews, and related customer journeys.
Co-create and implement automation and AI initiatives that improve scalability, productivity, and service quality.
Partner closely with Operations, Product, Controlling, Sales, and Finance to deliver sustainable business and customer outcomes.

Your Profile

Degree in Business, Communication, or a comparable field, or equivalent professional experience.
5+ years of leadership experience within Customer Care, Service Operations, or a comparable customer-focused environment, including experience leading leaders.
Proven track record of improving service KPIs, operational processes, and omnichannel customer support organizations.
Hands-on experience with CRM and ticketing systems, ideally Zendesk or Salesforce, as well as AI-supported service automation initiatives
Proactive, solution-oriented leadership style with excellent communication, organizational, and stakeholder management skills, ideally combined with experience with a works council.
Strong analytical approach to performance management, process improvement, and operational excellence.