Head of Customer Service

Responsibilities

• Provide functional and disciplinary leadership to a team of customer service experts and project managers
• Manage, coordinate, and develop external call center partnerships
• Optimize customer service processes and integrate modern automation to enhance user experience
• Define, evaluate, and analyze relevant KPIs and internal reporting systems
• Handle internal and external escalations and provide concrete action recommendations
• Manage complex projects across order, returns, and complaint processes
• Conduct contract and commercial negotiations with external service providers

Requirements

• Successfully completed degree in business, management, communications, or a comparable field
• Several years of professional experience in customer service, ideally within e-commerce or call center environments
• Proven experience in disciplinary and functional leadership roles
• Strong knowledge of e-commerce processes and relevant customer service technologies
• Proficiency in MS Office
• Fluency in both German and English (written and spoken)
• Strong analytical skills and a structured approach to problem-solving

About the Company

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. We believe in flat hierarchies, direct communication, and pragmatic decisions, offering an environment built on ownership, trust, and clear responsibility.