Customer Service Team Manager - German bilingual
Core
Build and lead the founding German Customer Experience team to deliver exceptional omni-channel service (phone, chat, email, social) for German-speaking customers.
Role type
Senior IC Customer Service Team Manager
Builds
High-performing CX team delivering luxury-grade service
Domain
E-commerce / Retail
Required skills
German and English fluency, team leadership, performance management, cross-functional collaboration, CX metrics analysis, hiring and training
Preferred skills
Experience in retail or e-commerce, Zendesk/Gladly proficiency, startup adaptability (via careerplan.io/jobs/5419920008-customer-service-team-manager-german-bilingual-at-quince)
Technologies
Zendesk, Gladly
Responsibilities
Lead and develop a team of CX Specialists; Elevate team performance and KPIs (CSAT, FCR, Quality, Productivity); Coach and mentor team members; Collaborate cross-functionally with product, logistics, and marketing; Lead initiatives to reduce friction and improve efficiency; Assist with hiring, onboarding, and training CX Specialists
Seniority
Senior, hands-on IC
