Head of Customer Service (m/w/d)
Core
Leading the Customer Service team to proactively manage the entire customer landscape, driving NPS, response times, and automation while connecting service quality with customer retention. (via careerplan.io/jobs/2768666-head-of-customer-service-mwd-at-purelei-gmbh)
Role type
Senior leadership Customer Experience Head
Builds
Customer service operations, AI agents, self-service offerings, and retention strategies
Domain
E-commerce / D2C retail
Deliverable
production ML models
Required skills
Team leadership, NPS/VoC program management, CS automation strategy, KPI analysis, Intercom/Shopify proficiency, data-driven decision making
Preferred skills
Managing external service providers, data modeling (BigQuery), LLM usage (Claude)
Technologies
Intercom, Shopify, BigQuery, Claude
Responsibilities
Steer NPS across all touchpoints as an early warning system; Ensure timely response times during peak periods; Develop AI agents to increase deflection rates; Manage cost-per-ticket efficiency across internal team and BPO partners; Reduce repeat inquiries through root-cause analysis; Connect service quality with customer retention rates; Lead internal team and external partners
Seniority
Senior, hands-on IC
