Head of Multilingual Customer Experience (Europe) — Remote

Scento; Paris; Hybride; EUR 100 000 - 130 000; Plein temps

Avantages offerts par ce poste

Remote-friendly within the EU

Perfume allowance

€2,500 learning budget per year

30 days paid holiday

Team gatherings in Paris and Berlin

Résumé du poste

Scento is hiring a Head of Customer Experience to lead care across Europe from Paris or Berlin or EU remote. You will define service standards, tone, and response times, shaping products and processes through customer insights.

Role requires 8+ years in customer service or CX, with 3+ years leading multilingual teams in ecommerce. French or German plus English are essential; strong QA and tooling experience expected.

Qualifications

• 8+ years in customer service or CX, including 3+ leading multilingual teams in e-commerce.
• Strong process, tooling and quality-assurance experience.
• Fluent English plus French or German.

Responsabilités

• Lead customer care across Scento's European markets in French, German, Italian, Spanish, Polish, English and more.
• Set service standards, tone of voice and response times, and build a help centre customers actually use.
• Turn customer feedback into fixes together with product, operations and the curation team.
• Lead the Customer Care Specialists, coaching them and growing the team language by language.
• Plan capacity for peaks such as the perfume advent calendar and gifting season.
• Choose and improve the tooling, quality assurance and reporting behind every conversation.

Connaissances

Multilingual team leadership

Customer service strategy

Quality assurance

Description du poste

Scento is hiring a Head of Customer Experience to lead care across Europe from Paris or Berlin or EU remote. You will define service standards, tone, and response times, shaping products and processes through customer insights.

Role requires 8+ years in customer service or CX, with 3+ years leading multilingual teams in ecommerce. French or German plus English are essential; strong QA and tooling experience expected.