Customer Care Country Lead (m / f / d)

Westwing Home & Living; München; Hybrid; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A leading home and living company in Munich is seeking a Senior Supervisor Front Office. You will lead and develop a customer care team focused on delivering exceptional service to DACH customers. Responsibilities include ensuring service quality, monitoring KPIs, and collaborating with internal teams. Ideal candidates should have a solid Customer Care background, exceptional leadership skills, and fluency in both German and English. This role offers a hybrid working mode and numerous company perks.

Leistungen

30 days of paid holiday

Hybrid working mode

Health and wellbeing offerings

Discounts on products

Company daycare

Social Impact Day

Qualifikationen

• Solid background in Customer Care with proven leadership experience.
• Proven track record in managing teams and achieving operational KPIs.
• Excellent communication and problem-solving skills.

Aufgaben

• Lead, coach, and develop the Front Office team for the DACH market.
• Ensure high-quality, customer-centric service delivery.
• Monitor, analyze, and optimize daily operations and KPIs.

Kenntnisse

Customer Care experience

Leadership

Communication skills

Empathy

Organizational skills

Fluency in German

Fluency in English

Jobbeschreibung

JOIN OUR TEAM

As Senior Supervisor Front Office in our Customer Care team, you will take ownership of leading and developing a team dedicated to delivering a premium service experience for our DACH customers. As our most important market, DACH plays a central role in shaping our success, making this position highly impactful. Our mission is to provide efficient, empathetic, and solution‑oriented support that strengthens customer loyalty and reflects our brand values at every touchpoint. You will act as a central partner across teams, ensuring that our front office runs smoothly, KPIs are achieved, and best practices are continuously developed. This position is permanent and based in Munich.

WHAT YOU'LL DO

• lead, coach, and develop the Front Office team for the DACH market
• ensure high‑quality, customer‑centric service delivery across all touchpoints
• monitor, analyse, and optimise daily operations and KPIs in close collaboration with the Workforce Management team
• act as an escalation point for complex customer cases
• collaborate closely with the Quality, Training, Logistics, and Product teams
• drive process improvements and implement best practices in Customer Care together with the Content team

YOU COME WITH

• solid background in Customer Care with proven leadership experience
• proven track record in managing teams and achieving operational KPIs
• excellent communication and problem‑solving skills
• high empathy and a customer‑first mindset
• strong organisational and prioritisation skills in a fast‑paced environment
• fluency in German and English, both written and spoken

WHY WESTWING

Aside from our awesome team and shared purpose, we offer a variety of additional benefits. Come work with us and get :

• an inspiring, international, informal, and nonpolitical environment for you to take ownership and grow your career
• a unique culture based on trust, support, and collaboration where we foster open communication with our monthly Company All‑Hands, feedback channels, and regular Q&A sessions
• hybrid working mode with 3 office days per week
• up to 4 weeks temporary work‑from‑anywhere per year
• 30 days of paid holiday per year
• a beautiful, centrally located and dog‑friendly office with free beverages, cafeteria with different lunch options, open spaces and sunny terrace
• 40% off Westwing Collection and 20% off all third‑party brands in our shop (each on non‑reduced items), a 10% Family & Friends voucher, and Westwing vouchers for special occasions
• regular and legendary company and team events like Movie Nights, Oktoberfest, Summer Parties, and more
• health and wellbeing offerings including sports membership, mental health support and coaching, vaccinations, skin checkups and more
• discounted green mobility options with public transportation or JobRad
• company daycare “Westwing Wichtel” next to our Munich office and cooperation with Elly & Stoffl, a multilingual daycare with several locations in Munich
• subsidised company pension scheme
• “Social Impact Day” to use for doing good for environment and / or society