Head of Customer Experience Community Management

Are you ambitious driven and ready to make an impact At mySheepi were on a mission to help people feel better with home products that set new standards in ergonomics and comfort.

We are not your typical German or Portuguese company. And this is not your typical 95 relaxing job.

Our team is dynamic highperformance and not afraid to make decisions fast. The role is perfect for someone looking to grow their career rapidly and have a direct impact on the lives of hundreds of thousands of customers.

As our Customer Experience Lead youll wear multiple hats. Were seeking a dynamic individual to take our customer experience to the next level combining empathy operational excellence and a handson approach to continuous improvement.

Working closely with our founders and the whole team youll learn a lot very quickly and will contribute across all areas of marketing to grow our brand and achieve our mission.

Tasks

• Manage and respond to customer inquiries with care and efficiency
• Develop and execute strategies to improve customer satisfaction
• Represent the voice of the customer across the company
• Collaborate with founders and team to optimize customer experience
• Utilize AI and tech tools to enhance support and community workflows
• Oversee and engage with social media communities
• Continuously learn adapt and contribute to company growth

Requirements

• C2 level German: essential for engaging confidently professionally and empathetically with our core customer base.
• Strong Work Ethic: Were not looking for someone to coastwe want a selfstarter with drive ambition and the discipline to deliver consistently.
• Customer Service Experience: Youve worked in customer support before and know what it takes patience clarity and a strong sense of responsibility to deliver happy outcomes for the customer.
• TechSavvy & AIFriendly: Youre comfortable using modern digital tools and excited to work alongside AI to streamline and improve workflows.
• Proactive Problem Solver: You dont wait for instructions you notice issues propose smart solutions and act. Initiative is your second nature.
• Excellent Communicator: Whether youre responding to a support ticket managing feedback or writing in the community youre clear kind and effective.
• Ownership Mentality: You think like an owner: accountable solutionsfocused and always seeking ways to improve the customer experience and the business.
• Highly Organized & ProcessOriented : You keep things on track making sure every ticket is handled every detail followed up and no loose ends left behind. You thrive with structure and take pride in precision.
• PurposeOriented: You care about making a difference helping people live healthier lives with less pain and supporting a mission with real meaning excites you.

Benefits

• Growth Opportunities: Rapid career & compensation progression new challenges and skill development in a highgrowth startup.
• Competitive Compensation: A pay structure that rewards performance (including bonuses) plus holiday and sick leave.
• Ability to Take Ownership: Real responsibility from day one with the freedom to make decisions and take ownership of your work.
• A Great Team Environment: Hardworking but fun team regular social events company trips and a friendly & international culture.
• Inclusive & Diverse: We value open communication and foster a collaborative environment where all feedback is valued.
• PetFriendly Workspace: Bring along your furry desk buddy for a more joyful workday.
• Free Products: Experience the comfort of our highquality bedding and health products at home.
• Exciting Events: Join us for unforgettable team experiences that go beyond just teambuilding

Our mySheepi DNA:

• Resilience: We tackle challenges headon working as a team to overcome obstacles.
• Hunger: We value hard work ambition and a passion for achieving big goals.
• Speed: We act with urgency making decisions quickly to drive impact.
• Impact: Were resultfocused aiming for the best outcomes on tight timelines.
• Growth: We prioritize learning and improvement both as individuals and as a team.

This role isnt for most people. Its designed for someone ready to grow with us bringing creativity energy and a relentless focus on excellence.

If youre ready to do the best work of your life wed love to hear from you.