drjobs Head of Customer Service DTC - (English/German)

Head of Customer Service DTC - (English/German)

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1 Vacancy
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Job Location drjobs

Berlin - Germany

Yearly Salary drjobs

EUR 45000 - 50000

Vacancy

1 Vacancy

Job Description

Role Overview

Were seeking a seasoned leader to build and elevate our customer service function. Youll design operations and systems from the ground up ensuring each interaction becomes an opportunity to educate delight and drive retention.

Tasks

Key Responsibilities

Lead & scale a customer service team: recruit train mentor (in-house & agency partners).

Design customer-facing processes: create SOPs decision trees macros escalation flows for recurring scenarios.

Deliver outstanding CX: manage inquiries across email chat phone social reviews; uphold empathy and brand voice.

Reduce returns/exchanges: use product knowledge & work with Web team to make sure customers make the best choice.

Boost sales via CS: identify upsell/cross-sell moments during support interactions.

Implement automation: optimize workflows with AI macros and self-service tools to reduce repetitive inquiries.

Manage tools: lead Gorgias (experience with macros triggers) Shopify back-office Notion ClickUp Google Drive.

Data & reporting: define and track KPIsFRT FCR turn-time ticket volume per order CSAT/NPSbenchmark against industry .

Cross-functional liaison: work with product logistics fulfillment and IT to resolve product quality or delivery issues.

Community management: foster engagement through programs mentorship groups or peer support initiatives.

Multilingual support: provide fluency in English and German at all touchpoints.

Requirements

Must-have:

3 years in ecommerce customer service & managing a team (in-house or outsourced) .

Strong experience in Shopify-based ecommerce and Gorgias.

Proficiency in setting up automation and workflows using AI and macros.

Deep empathy excellent communication (written & oral) and coaching aptitude.

Process-driven thinkerinstalls SOPs and decision frameworks intuitively.

Fluent German & English.

Highly preferred:

Experience in fashion intimate apparel underwear or female-focused products.

Background in managing size/product-fit guidance to reduce returns.

Familiarity with community or mentorship program management.

Important KPIs & Metrics

First Response Time

First Contact Resolution Rate

Average Handle Time

Ticket Volume per Order

CSAT / NPS scores

Returns/exchanges per ticket ratio

Benefits

Compensation & Package

Competetive Retainer performance-based incentives and bonuses.

Variable bonus tied to team KPIs (CSAT resolution rate retention).

Opportunity to shape a critical function in a fast-growing brand.

Cultural Fit

Mission-driven: passionate about womens health empowerment and improving quality of life.

Impact-first mindset: thrives in a lean team optimizing for growth and retention.

Innovative: embraces new tools and processes; comfortable being hands-on and building from zero.

Collaborative leader: can align cross-functional teams on service improvements.

Employment Type

Full Time

Company Industry

About Company

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