Leitung Kundenservice (m/w/d)
Core
Leading and building a customer service team for an online DIY furniture accessories retailer, managing escalations, optimizing processes, and bridging the gap between customer feedback and product development.
Role type
Senior Customer Service Team Lead
Builds
Customer service operations, process improvements, and customer experience strategies
Domain
E-commerce / DIY Furniture Accessories
Required skills
Team leadership, Escalation management, Process optimization, B2B/B2C relationship management, Data analysis, Project management, AI tool adoption
Preferred skills
E-commerce experience, English language skills
Technologies
AI tools
Responsibilities
Lead and develop the customer service team, manage complex escalations, oversee multi-channel communication, coordinate with logistics and shipping partners, analyze customer feedback and KPIs, act as a liaison between service, product management, and development, plan staffing and schedules.
Seniority
Senior, hands-on IC