Senior Customer Care Country Manager (m/f/d)
Core
Lead and develop the Front Office team to deliver premium, empathetic customer service for Westwing's DACH market, ensuring operational efficiency and customer loyalty.
Role type
Senior Customer Care Country Manager
Builds
Customer support operations and service experience for DACH region
Domain
E-commerce / Customer Care
Required skills
Team leadership, operational KPI management, complex case escalation, process improvement, cross-functional collaboration, German fluency, English fluency
Preferred skills
AI and automation utilization, coaching and development
Technologies
AI, automation
Responsibilities
Lead and coach the Front Office team, monitor and optimize daily operations and KPIs, act as an escalation point for complex cases, collaborate with Quality, Training, Logistics, and Product teams, drive process improvements using AI and automation