Head of Customer Service (m/w/d) // hybrid
Core
Leading a premium customer service organization of 100+ employees, transforming it into a technology-supported service model balancing digital efficiency with personal care.
Role type
Senior leadership (Head of Customer Service)
Builds
A hybrid service organization using self-service, automation, and AI alongside personal consultation
Domain
Retail / E-Commerce / Customer Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic planning, forecasting, capacity planning, real-time management, AI/automation implementation, omnichannel orchestration, workforce management, performance management, root cause analysis, data-driven decision making
Preferred skills
Modernizing legacy structures, cross-functional collaboration with Product/Technology/Data, premium service mindset
Technologies
Zendesk, Power BI, AI, Self-Service platforms, Agent Assist, automated workflows
Responsibilities
Define service strategy (self-service vs. personal), manage operational metrics (SLA, FCR, cost-to-serve), drive automation use cases, analyze contact reasons to reduce repeat contacts, build team structures and culture
Seniority
Senior, hands-on IC with leadership mandate
