Teamlead Customer Experience (f/m/d)

Time for Nature GmbH; Wien; Vor Ort; EUR 50.400 - 61.600; Vollzeit

Benefits dieser Stelle

Flexible work model

Annual company events

Regular team events

State of the art technical equipment

Employee discounts

Extensive onboarding

Personal growth opportunities

Healthy snacks and meals

Zusammenfassung

Time for Nature GmbH, located in Vienna, is seeking a Teamlead of CX to oversee the strategic transformation of customer support. This role involves ensuring excellent customer experiences and integrating technology for efficiency.

The ideal candidate has 3-5 years of experience in e-commerce operations, strong leadership skills, and proficiency with Shopify and Freshdesk. You will also be responsible for developing a CX vision and enhancing automated processes.

The position offers a full-time role with an attractive salary starting at €56,000, depending on qualifications and experience.

Qualifikationen

• 3–5 years of experience in e-commerce operations or customer support.
• Experience leading teams through change.
• Strong knowledge of Shopify and Freshdesk or similar tools.
• Experience with Odoo ERP and API-based integrations.
• Proven process optimization skills.
• Analytical mindset for KPI analysis.
• Excellent German and very good English.

Aufgaben

• Develop CX vision focused on automation and technology.
• Manage units with modern KPIs.
• Lead the strategic role of CX in the business.
• Plan and implement Freshdesk integration.
• Expand AI chatbots and automated workflows.
• Disciplinary leadership of the CX team.
• Collaborate across departments for customer processes.
• Participate in strategy meetings.

Kenntnisse

E-commerce operations

Leadership

Shopify

Freshdesk

API integrations

Excel/data analysis

German proficiency

English proficiency

Jobbeschreibung

Wir suchen Verstärkung!

Do we have your attention?

As the Teamlead of CX, you are responsible for the strategic, technological, and operational transformation of our support landscape. You ensure that we deliver excellent customer experiences across all touchpoints, in a scalable, efficient, and future-oriented manner. Your focus is on proactive process improvement, the seamless technological integration of all interfaces (Freshdesk, Magento/Shopify, Digital Genius, etc.), and the reduction of inquiries through smart AI automation and excellent content. "Support is not the last resort – but the engine for digital efficiency and brand loyalty."

Your areas of responsibility

Strategic Responsibility

• Development of a long-term CX vision with a focus on automation, brand loyalty, and technological excellence.
• Managing the unit based on modern KPIs (e.g., AI-Resolution Rate, NPS, CES).
• Strengthening the role of CX as a strategic business partner within the company.
• Migration Project Management: Planning and implementing the integration of Freshdesk into the new Shopify environment and selecting relevant Shopify apps for process optimization.

Digitalization & Automation

• Expansion of AI-supported chatbots (e.g., Digital Genius or LLM integrations), Help Centers, automated workflows, and dynamic FAQs.
• Identification of automation potential (e.g., automated refunds via Shopify/Odoo API).
• Continuous process improvement to increase operational efficiency.

Leadership & Team Development

• Disciplinary leadership and transformation of the team towards new role profiles (e.g., CX Designer, Automation Manager).
• Focus on education and iteration of an ideal team setup that makes the CX vision a reality.
• Fostering a learning culture with a focus on technical competence and a digital mindset.

Interfaces & Project Responsibility

• Close cooperation with Returns, Dispatch, Content, Product, and Logistics.
• Responsibility for cross-departmental projects focusing on customer processes and tools.
• Participation in roadmap, and strategy meetings to actively shape corporate development.

Your profile

• 3–5 years of relevant experience, ideally in e-commerce operations, customer support, or process-driven environments
• Initial leadership experience and the ability to guide teams through change and growth phases
• Strong hands‑on experience with Shopify (migration experience is a plus) and very good knowledge of Freshdesk or a comparable support tool
• Experience with ERP systems, ideally Odoo, and a solid understanding of API‑based integrations and automations
• Proven experience in process optimization and scaling support or operations functions
• Analytical mindset with strong Excel/data skills for KPI analysis and forecasting
• Strong operational focus with the ability to structure, improve, and document processes
• Excellent German and very good English; French is a plus

Enjoy our benefits

• Attractive flexitime work model with home office option.
• Two legendary annual company events with the whole Holzkern family – all inclusive
• Regular team events with your team throughout the year.
• State of the art technical equipment (MacBook).
• Generous employee discounts for you and your loved ones.
• Extensive Onboarding: From day 1 on you will have a buddy who will show you everything you need to know and be there for you should you encounter problems. Your colleagues will teach you everything specific to Holzkern that you need to succeed in your new job.
• Exciting Tasks & Personal Growth: Trust is always first for us at Holzkern, which is why we give you big and exciting projects from the start, so you can quickly unfold your potential. This will give you the opportunity to grow and learn super quickly.
• Fresh fruits, coffee, tea, milk (also vegan and lactose free) in the office on site.
• Healthy and balanced meals from Schrankerl. Holzkern pays 20% of each meal.

These and many other exciting benefits will await you at Holzkern.

But most of all, you can expect a secure job, good vibes, teamwork, appreciation and trust – YOU are important to us!

Hard Facts

• Start: asap
• Hours per week: 38,5h / full time
• Workplace: HQ in Vienna
• Salary: The annual salary for this position starts at €56.000, depending on your professional experience and qualifications.

Do you want to take on responsibility and grow together with our company? Then send us your CV and show us why you are the right person for this job.