Senior Customer Care Country Manager (m/f/d)
Core
Lead and develop the Front Office team for the DACH market to deliver premium, empathetic customer service and strengthen customer loyalty.
Role type
Senior Customer Care Country Manager
Builds
Efficient, solution-oriented customer support experience for DACH customers
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, coach, and develop the Front Office team; Monitor, analyse, and optimise daily operations and KPIs; Act as an escalation point for complex customer cases; Drive process improvements and implement best practices in Customer Care
Seniority
Senior, hands-on IC
