Team Lead Customer Care - US Market (f/m/d)

LuxExperience; Leipzig; On-site; EUR 50,000 - 70,000; Full time

Job summary

LuxExperience in Leipzig, Germany is seeking a mid-senior level customer service team lead to manage day-to-day operations of an in-house customer care team, ensuring best-in-class service and handling sensitive customer data.

You will set objectives, conduct bi-annual reviews, implement coaching and training, and support growth while coordinating with cross-functional teams to resolve product and customer issues.

Qualifications

• Excellent English, German language a plus.
• Profound experience and passion for customer service, ideally in e-commerce.
• Experience in team management and collaboration with cross-functional teams.

Responsibilities

• Manage day-to-day operations for an in-house customer care team.
• Provide best in class customer service.
• Deal with sensitive customer data.
• Set personal objectives, targets, and guidelines for team members.
• Conduct bi-annual team reviews.
• Implement coaching and training programs.
• Support team members in their personal and professional growth.
• Contribute to continuous improvement of internal processes for excellent customer experience.

Skills

Customer service

Team management

Problem solving

Time management

MS Office

Ticketing systems

Communication

German language

Windows PC

Cross-functional collaboration

Tools

Ticketing systems

Windows PC

MS Office

Job description

WHAT YOU WILL DO

• Manage day-to-day operations for one of our in-house customer care teams
• Provide the best in class customer service
• Dealing with sensitive customer data
• Setting personal objectives, targets, and guidelines for team members
• Bi-annual team reviews
• Ensure the implementation of coaching and training programs
• Supporting each team member in their personal and professional growth
• Contribute to continuous improvement of our internal processes to strive for an excellent customer experience, on every occasion
• Coordinate with cross-functional teams including payment, customs, warehouse, and shipping to troubleshoot product/customer related issues

WHO YOU ARE

• Excellent verbal and written knowledge of English, and excellent knowledge of a second language such as German would be a plus
• Profound experience and passion for customer service, ideally gained in the e-commerce sector
• Understanding the specificities of US customer service and consumer behaviour would be a plus
• Experience in team management and a strong sense of teamwork
• Problem-solving, decision making, and advocating for our customers
• Solid working knowledge of Windows PC, MS Office, and experience with ticketing systems preferred
• Pro-active, organized, and the ability to work under time pressure are essential
• Flexible attitude and positive approach to change

LuxExperience is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.

If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.

Experience Level: Mid-Senior levelWorkplace Type: On-site