Director Customer Care (m/f/d)

Your Responsibilities

• Lead, coach, and develop our Customer Care Team Leads, providing both strategic and disciplinary leadership.
• Own and continuously improve key customer service KPIs such as AHT, SLA, and CSAT across all Customer Care operations.
• Drive service excellence by evolving standards, processes, and workflows with a strong focus on customer centricity and efficiency.
• Monitor and optimize operational performance across critical processes, including Buyer Protection, refunds, reviews, and related customer journeys.
• Co-create and implement automation and AI initiatives that improve scalability, productivity, and service quality.
• Partner closely with Operations, Product, Controlling, Sales, and Finance to deliver sustainable business and customer outcomes.

Your Profile

• Degree in Business, Communication, or a comparable field, or equivalent professional experience.
• 5+ years of leadership experience within Customer Care, Service Operations, or a comparable customer-focused environment, including experience leading leaders.
• Proven track record of improving service KPIs, operational processes, and omnichannel customer support organizations.
• Hands-on experience with CRM and ticketing systems, ideally Zendesk or Salesforce, as well as AI-supported service automation initiatives
• Proactive, solution-oriented leadership style with excellent communication, organizational, and stakeholder management skills, ideally combined with experience with a works council.
• Strong analytical approach to performance management, process improvement, and operational excellence.
• Business-fluent English and German communication skills

What We Offer

• Hybrid Work: Combine flexible remote work with regular team days in the office.
• Workation Option: Temporarily work from another European location of your choice.
• Permanent Position: Join Europe’s leading trust brand in a long-term role.
• 28 Vacation Days plus 2.5 additional days off (Christmas Eve, New Year’s Eve, and Carnival).
• Buddy Program: An experienced Trustee will support your onboarding from day one.
• Personal Development & Learning: Access opportunities tailored to your professional growth goals.
• Team & Unit Events: Connect, celebrate, and collaborate with colleagues across the company.
• Health Pass: Benefit from free online and offline classes supporting fitness, sports, and mental well-being.

BUILD A COMMUNITY OF TRUST WITH US - #cometotrust

Not sure if you are what we are looking for? Apply!

At Trusted Shops, we are interested in you as a person. Whether you fit in with us is independent of gender, nationality, ethnic and social origin, religion/belief, disability, age, sexual orientation and identity. Trusted Shops is clearly committed to diversity and against discrimination.

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Quelle: Statistisches Bundesamt (Destatis), Tabelle; dl-de/by-2-0; eigene Berechnung

Auf Jobportal gelistet am 06. Nov. 2026