Head of Multilingual Customer Experience — Remote

Scento; United States; Hybrid; USD 112,000 - 146,000; Full time

Benefits offered by this job

Perfume allowance

Learning budget €2,500

30 days holiday

Team gatherings in Paris/Berlin

Remote-friendly within EU

Job summary

Scento, Europe’s leading perfume decant platform, seeks a Head of Customer Experience to shape care across markets. You’ll set standards, tone, and tooling to deliver fast, warm, multilingual support that enhances products and processes.

Based in Paris or Berlin or EU-remote, you will lead multilingual Care Specialists, plan capacity for peak seasons, and translate customer feedback into improvements across product, operations and curation teams.

Qualifications

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

Responsibilities

• Lead customer care across Scento's European markets in multiple languages.
• Set service standards, tone of voice and response times; build a help centre used by customers.
• Turn customer feedback into fixes with product, operations and curation teams.
• Lead the Customer Care Specialists; coach and grow the team language by language.
• Plan capacity for peaks such as gifting seasons and advent calendars.
• Choose and improve the tooling, QA and reporting behind every conversation.

Skills

Customer Service Experience

Multilingual Team Leadership

Process & QA Expertise

English + French or German

Job description

Scento, Europe’s leading perfume decant platform, seeks a Head of Customer Experience to shape care across markets. You’ll set standards, tone, and tooling to deliver fast, warm, multilingual support that enhances products and processes.

Based in Paris or Berlin or EU-remote, you will lead multilingual Care Specialists, plan capacity for peak seasons, and translate customer feedback into improvements across product, operations and curation teams.