Head of Customer Service DTC - (English/German)

📝 Role Overview

We’re seeking a seasoned leader to build and elevate our customer service function. You’ll design operations and systems from the ground up, ensuring each interaction becomes an opportunity to educate, delight, and drive retention.

🎯 Key Responsibilities

•Lead & scale a customer service team: recruit, train, mentor (in-house & agency partners).

•Design customer-facing processes: create SOPs, decision trees, macros, escalation flows for recurring scenarios.

•Deliver outstanding CX: manage inquiries across email, chat, phone, social reviews; uphold empathy and brand voice.

•Reduce returns/exchanges: use product knowledge & work with Web team to make sure customers make the best choice.

•Boost sales via CS: identify upsell/cross-sell moments during support interactions.

•Implement automation: optimize workflows with AI, macros, and self-service tools to reduce repetitive inquiries.

•Manage tools: lead Gorgias (experience with macros, triggers), Shopify back-office, Notion, ClickUp, Google Drive.

•Data & reporting: define and track KPIs—FRT, FCR, turn-time, ticket volume per order, CSAT/NPS—benchmark against industry .

•Cross-functional liaison: work with product, logistics, fulfillment, and IT to resolve product quality or delivery issues.

•Community management: foster engagement through programs, mentorship groups, or peer support initiatives.

•Multilingual support: provide fluency in English and German at all touchpoints.

Must-have:

•3+ years in e‑commerce customer service & managing a team (in-house or outsourced) .

•Strong experience in Shopify-based e‑commerce and Gorgias.

•Proficiency in setting up automation and workflows using AI and macros.

•Deep empathy, excellent communication (written & oral), and coaching aptitude.

•Process-driven thinker—installs SOPs and decision frameworks intuitively.

•Fluent German & English.

Highly preferred:

•Experience in fashion, intimate apparel, underwear, or female-focused products.

•Background in managing size/product-fit guidance to reduce returns.

•Familiarity with community or mentorship program management.

📊 Important KPIs & Metrics

•First Response Time

•First Contact Resolution Rate

•Average Handle Time

•Ticket Volume per Order

•CSAT / NPS scores

•Returns/exchanges per ticket ratio

💶 Compensation & Package

•Competetive Retainer + performance-based incentives and bonuses.

•Variable bonus tied to team KPIs (CSAT, resolution rate, retention).

•Opportunity to shape a critical function in a fast-growing brand.

🤝 Cultural Fit

•Mission-driven: passionate about women’s health, empowerment, and improving quality of life.

•Impact-first mindset: thrives in a lean team optimizing for growth and retention.

•Innovative: embraces new tools and processes; comfortable being hands-on and building from zero.

•Collaborative leader: can align cross-functional teams on service improvements.