Kaufmann jobs in Germany

Trusted Shops builds digital trust between people and businesses – with one clear goal: to become the #1 Community of Trust.

With around 800 employees, we support over 25,000 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.

(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 brand
• 27 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
• Team & unit events to connect, celebrate, and collaborate
• Health Pass – free online and offline classes for fitness, sports, and mental well‑being
• Let me know if you'd like to integrate these into a full job ad or need this adapted for another format (e.g. …)

Not sure if you're a 100% match? Apply anyway!

At Trusted Shops, we care about you as a person – regardless of gender, nationality, ethnic and social background, religion, disability, age, sexual orientation, or identity. Diversity drives trust – and trust drives us.