Head of Customer Service (all genders) at ABOUT YOU AG & Co. KG

Hamburg, , Germany -

Full Time

Start Date

Immediate

Expiry Date

12 Jul, 26

Salary

0.0

Posted On

13 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Customer Service, E-commerce, Call Center Management, Process Optimization, KPI Analysis, Automation, Escalation Management, Contract Negotiation, Project Management, Reporting, Controlling, Analytical Skills, Strategic Planning, MS Office

Industry

Internet Marketplace Platforms

Description

Company Description ABOUT YOU is one of Europe’s fastest growing e-commerce companies. Based in Hamburg and Berlin, we operate at the intersection of fashion and technology. Our mission is to rethink online shopping and make it personal and seamless. This takes more than good ideas. It takes people who take initiative and challenge the status quo. We believe in flat hierarchies, direct communication, and pragmatic decisions. No long approval chains. Just ownership, trust, and clear responsibility. We work hard, but we also believe in enjoying the ride together - over team lunches, afterwork drinks, company events, or a quick coffee in between meetings. If this sounds like you, ABOUT YOU could be the right place to bring in your perspective. Job Description Functional and disciplinary leadership of a team of customer service experts and project managers Management, coordination, and further development of our external call centers Management, monitoring, and continuous optimization of existing customer service processes to ensure the best possible customer experience Definition, evaluation, and analysis of relevant KPIs as well as optimization of our internal reporting and controlling systems within customer service Strategic integration and further development of modern automation processes Internal and external escalation management, including the proactive derivation of concrete action recommendations Close collaboration with national and international partners Contract and commercial negotiations with external service providers Management of complex and demanding projects across the entire order, returns, and complaint processes Qualifications Completed university degree Several years of experience in customer service, ideally in a call center or e-commerce environment Extensive leadership experience Very good knowledge of customer service and e-commerce processes as well as relevant technologies Very good MS Office skills Very good German and English skills, both written and spoken High level of initiative, assertiveness, and sense of responsibility Strong analytical skills and a structured way of working Additional Information Your perks at a glance: Visit our benefits page. Simply apply online via our career page - we will get back to you as soon as possible! A Place Where You Can Be You We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are. Different backgrounds and perspectives make us stronger and shape our culture in ways that matter. What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.

Responsibilities

The Head of Customer Service will provide functional and disciplinary leadership to a team of experts while managing external call centers and optimizing customer service processes. They are responsible for defining KPIs, driving automation, and handling complex escalation management across order and returns processes.