Director Customer Care (m/f/d)

Trusted Shops; Köln; Hybrid; EUR 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

Hybrid Work

Workation

Permanent Role

27 Vacation Days + 3.5 days

Buddy Program

Development & Learning

Team & Unit Events

Health & Wellness

Zusammenfassung

Trusted Shops is seeking a Director Customer Care (m/f/d) for a hybrid role in Cologne. You will lead the Customer Care Team Leads, set strategy, and optimise KPIs across all customer journeys while driving automation and AI initiatives.

You will collaborate with Operations, Product, Controlling, Sales, and Finance to deliver sustainable customer outcomes in a dynamic, EU-wide environment.

Qualifikationen

• 5+ years of leadership experience in Customer Care or Service Operations.
• Experience leading leaders and improving KPIs.
• Hands-on with CRM/ticketing systems (Zendesk/Salesforce) and AI service automation.
• Excellent communication, organizational, and stakeholder management skills.
• Business-fluent English and German communication.

Aufgaben

• Lead, coach, and develop the Customer Care Team Leads.
• 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 focus on customer centricity and efficiency.
• Monitor and optimize operational performance across 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.

Kenntnisse

Leadership

People management

Stakeholder management

Analytical thinking

English & German communication

Ausbildung

Degree in Business/ Communications

Tools

Zendesk

Salesforce

CRM systems

Jobbeschreibung

About Trusted Shops

Trusted Shops creates digital trust between people, businesses, and AI Agents. Every day, millions of consumers rely on our solutions to make confident online decisions, while businesses use our products to build trust, strengthen customer relationships, and grow sustainably.

With around 700 colleagues across Europe, more than 25,000 online shops, and over 40 million consumers in our Community of Trust, we are helping shape a safer and more transparent digital world. But trust is not only at the heart of our products, it also shapes how we work together. We believe in collaboration, ownership, and the freedom to do your best work through a flexible hybrid work culture. Join us and help create a digital world where trust, transparency, and meaningful connections drive every interaction.

To strengthen our Customer Care team, we are looking for a

Director Customer Care (m/f/d)

(Hybrid in Cologne, 8 days/month on site / Full-time / Permanent)

As we continue to scale our service excellence, we are looking for an experienced and hands-on leader to shape the future of Customer Care at Trusted Shops. In this role, you will drive operational performance, customer satisfaction, and service innovation across our consumer-facing services. Working closely with cross-functional stakeholders, you will help create secure, scalable, and customer-centric processes while leveraging automation and AI to deliver outstanding service experiences.

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.
• 27 Vacation Days plus 3.5 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

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.