Head of Customer Service

Responsibilities

• Provide functional and disciplinary leadership to a team of customer service experts and project managers
• Manage, coordinate, and further develop external call center operations
• Monitor and continuously optimize existing customer service processes to ensure best-in-class service
• Define, evaluate, and analyze relevant KPIs and optimize internal reporting and controlling systems
• Strategically integrate and develop modern automation processes
• Handle internal and external escalation management and derive proactive recommendations for action
• Collaborate closely with national and international cooperation partners
• Negotiate contracts and conditions with external service providers
• Manage complex projects across the entire order, return, and complaint process lifecycle

Requirements

• University degree in Business, Management, Communication, or a comparable field
• Multi-year professional experience in Customer Service, ideally within a call center or e-commerce environment
• Multi-year experience in functional and disciplinary leadership roles
• Deep knowledge of customer service and e-commerce processes and relevant technologies
• Proficiency in MS Office
• Fluency in both German and English (written and spoken)
• Strong analytical skills, a structured way of working, and a high degree of initiative

About the Company

ABOUT YOU is one of Europe's fastest-growing e-commerce companies. With locations in Hamburg and Berlin, we bring fashion and technology together. Our mission is to rethink online shopping and make it more personal. We value flat hierarchies, direct communication, and pragmatic decision-making. We foster a culture of acceptance and inclusion, where everyone is welcome to be themselves.