ABOUT YEPODA

At Yepoda, Korean effectiveness meets sustainable solutions: our mindfully produced skincare products are made with love in Korea. Our mission is to bring the best beauty innovations from Korea straight to Europe – without compromising our values, quality, and sustainability. All our products are vegan, cruelty-free, and crafted from the best natural and active ingredients. Our aim is to make the K-Beauty routine easy, effective, and enjoyable.
Founded in 2020, Yepoda is based in the heart of Berlin and is powered by over 100 brilliant individuals from around the globe who are actively writing our story.
We’re looking for a Head of Customer Care & Community Management (m/f/d) to join our Operations team and play a pivotal role in building, scaling, and optimizing our Customer Care & Community Management function. You’ll lead, coach, and inspire a team of 10+ FTE while driving the transformation of Yepoda’s customer experience as we continue to grow globally.

• Build, lead, coach, and inspire a high-performing team of 10+ FTE, tailoring development to individual skillsets
• Develop and implement strategies to achieve high customer satisfaction (CSAT, NPS, CES), leveraging data and AI insights
• Champion customer centricity by shifting the team’s mindset from issue-fixing to value-driven community management
• Redesign and optimize processes, moving from manual work to data-driven, automated workflows that can scale significantly
• Implement and leverage ticket systems, workflow management tools, and AI solutions (chatbots, NLP, backend integrations) to enhance efficiency and resolution times
• Define, track, and analyze KPIs, identify root causes of recurring issues, and implement long-term solutions for continuous improvement
• Act as the Customer Care & Community voice across Product Development, Operations, Brand, and Marketing, ensuring customer insights are embedded in product launches, process improvements, and self-serve adoption