Kaufmann jobs in Germany
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Creator Group
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Philips
Sales Specialist/ Territory Manager (m/w/d) TAVI, Großraum München
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Sales Specialist / Verkäufer Ausrüstung & Ski (m/w/d)
Bergzeit GmbH
Director Customer Care (f / m / d)
Job summary
A leading online trust service provider in Köln is seeking a Director of Customer Care to lead and develop a team of Customer Care Team Leads. The ideal candidate will have 5+ years of leadership experience in service or customer care, particularly in e-commerce, with a proven track record in optimizing service processes. This position offers a hybrid work model, 27 vacation days plus extra days off, and a range of personal development opportunities, alongside a structured and solutions-driven leadership environment.
Benefits
Qualifications
- 5+ years of leadership experience in service/customer care, ideally in e-commerce.
- Experience leading teams and optimizing service KPIs.
- Strong experience with CRM/ticketing software.
Responsibilities
- Lead and mentor Customer Care Team Leads.
- Optimize service quality through key performance indicators.
- Collaborate with various departments to enhance customer service.
Skills
Education
Tools
Köln
ab sofort / asap
Trusted Shops builds digital trust between people and businesses – with one clear goal : to become the #1 Community of Trust.
With around employees, we support over 25, online shops and 40 million consumer memberships as a profitable SaaS company. Our unique combination of Trustmark, verified customer reviews, and Buyer Protection helps millions of consumers shop online with confidence every day.
As we scale our service excellence, we’re looking for a hands‑on leader to join us as
Director Customer Care (f / m / d)
(Hybrid in Cologne, 8 days / month on site – Full‑time – Permanent contract)
Lead and develop three Customer Care Team Leads (disciplinary & strategic leadership)
Own our key customer service KPIs (AHT, SLA, CSAT) and ensure excellent service quality – from Buyer Protection to Reviews
Continuously evolve our service standards with a focus on customer centricity and efficiency
Monitor and optimize all relevant KPIs – from refunds to review processes
Co‑create automation and AI strategies to scale our service quality
Establish secure, scalable processes to prevent consumer fraud within Operations
Collaborate closely with Operations, Product, Controlling, Sales & Finance
Degree in Business, Communication or equivalent professional experience
5+ years of leadership experience in service / customer care – ideally in e‑commerce or similar fast‑paced B2B / B2C environments (experience leading leaders)
Proven success in optimizing service KPIs and processes, especially in omnichannel setups
Confident with service tech and automation tools – CRM / ticketing experience required (ideally Zendesk or Salesforce)
A proactive, solutions‑driven leadership style with strong communication and organizational skills – and a structured, hands‑on mentality with an AI‑first mindset
Excellent English skills – German is a plus
Hybrid Work : Combine flexible remote work with regular team days at the office
Workation Option : Temporarily work from another European location of your choice
Permanent position at Europe’s leading trust brand27 vacation days plus 3.5 extra days off (Christmas Eve, New Year’s Eve & Carnival)
Buddy program – an experienced “Trustee” will guide you from day one
Personal development & learning opportunities tailored to your goals
Health Pass – free online and offline classes for fitness, sports, and mental well‑being
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.