Head of Customer Service (all genders)

SUNDAY NATURAL; Berlin; Hybride; EUR 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Discount on products

28 days paid time off

Urban Sports Club

Deutschlandticket subsidy

Hybrid work model

Home office day per week

Résumé du poste

SUNDAY NATURAL in Berlin seeks a Head of Customer Service to lead, transform, and scale our service organization. You will define operational excellence, elevate the customer experience, and build a true customer-first culture across teams.

This is a senior role blending day-to-day execution with strategic planning and workforce development. This role requires 7+ years in e-commerce or DTC leadership, with 3+ years in multi-tiered CS management at scale.

Qualifications

• 7+ years of progressive leadership in e-commerce, retail, or DTC with 3+ years managing multi-tiered CS teams.
• Experience navigating labor law, GDPR, and vendor management is a strong plus.
• Data-driven mindset with familiarity in CS metrics and analytics.
• Ownership of operational budgets, vendor management and workforce planning
• Knowledge of German labor law and GDPR is a strong plus
• Data analytics focus: CSAT, NPS, FCR, SLA, AHT and actionable insights
• Experience scaling modern ticketing platforms and evaluating AI tools

Responsabilités

• Lead and shape the customer service department with a high-performing culture.
• Define operational excellence and drive a customer-first transformation.
• Own KPIs (CSAT, SLA, FCR, AHT) and optimize processes and AI automation.
• Oversee budgeting, headcount planning, and cross-functional alignment.
• Oversee budgeting, headcount forecasting, tool licensing, and capacity planning
• Collaborate with Logistics, Product and Marketing to optimize the end-to-end journey

Connaissances

Leadership

E-commerce experience

People management

Strategic planning

Team development

English fluency

Outils

Zendesk

Gorgias

Salesforce Service Cloud

Description du poste

Your role

We are looking for an experienced, high-impact Head of Customer Service to lead, transform, and scale our customer service organization. In this position, you will be responsible for defining operational excellence, elevating the overall customer experience, and building a true customer first culture across our teams. You will bridge day-to-day operational execution with strategic planning - owning team development, process optimization, workforce scheduling, and key performance metrics. This is a senior leadership role designed for an operational heavyweight who thrives in fast-paced e-commerce environments and is ready to take full strategic and organizational ownership of our service operations.

Team & Personnel Leadership:

Provide direct disciplinary, operational, and technical leadership across the customer service department, establishing a positive, high-performing culture and inspiring high employee engagement.

Customer-Centric Transformation:

Drive a meticulous, company-wide customer first philosophy, transforming customer service into a key driver of brand loyalty and customer satisfaction.

Performance & KPI Management:

Own qualitative and quantitative team metrics (CSAT, SLA targets, First Contact Resolution, AHT), ensuring smooth operations and high quality, even during seasonal peaks.

Process, Quality & AI Optimization:

Audit and continuously improve service processes, structures, and modern ticketing tools. Implement AI and automation responsibly, with a sharp focus on balancing efficiency with customer happiness.

People Development:

Conduct regular feedback cycles, performance reviews, and structured career development paths for senior agents and team leads.

Strategic & Resource Planning:

Oversee departmental budgeting, headcount forecasting, tool licensing, and capacity planning. Ensure operational readiness and full compliance with local labor standards and shift regulations.

Cross-Functional Alignment:

Serve as the strategic voice of the customer across internal stakeholders (Logistics, Product, Marketing) to identify post-purchase friction points and optimize the end-to-end customer journey.

Your profile

Proven Leadership in E-Commerce:

7+ years of progressive leadership experience in e-commerce, retail, or DTC, with at least 3+ years managing multi-tiered operational Customer Service/Support teams at scale.

Organizational Ambition & Ownership:

Strong organizational intelligence with a desire to take high-level ownership of departmental operations, budgeting, vendor management, and workforce planning. Experience navigating legal, statutory, or compliance frameworks (e.g., German labor law, GDPR) is a strong plus.

Data-Driven Operational Excellence:

Deep familiarity with service analytics, workforce management software, and core CS metrics (CSAT, NPS, FCR, SLA, AHT). Proven ability to translate raw operational data into actionable strategic shifts.

Modern CS Tech & Automation:

Hands-on experience scaling modern ticketing platforms (e.g., Zendesk, Gorgias, Salesforce Service Cloud) and evaluating customer-facing AI tools.

Resilience & Interpersonal Acumen:

Exceptional communication and interpersonal skills, high emotional intelligence, and the assertiveness needed to lead through high-volume peak periods (including hands-on support during critical times).

Languages:

Native or business-fluent German and fluent English

What we offer

• An appealing discount on all of our products – from essential oils to vitamins & nutrients
• We offer 28 days of paid time off per year plus up to 5 days off between Christmas and New Year
• The Urban Sports Club membership and either Swapfiets bike rental or a subsidy for the Deutschlandticket
• We believe great things happen when we meet in person, which is why we embrace a hybrid model with one home office day per week – up to two depending on the area you are working in – and up to two weeks per year working from abroad
• Receive various discounts of up to more than 50 percent