Head of Multilingual CX & Customer Journey (EU Remote)

Ecommerce; United States; À distance; USD 101 000 - 169 000; Plein temps

Avantages offerts par ce poste

Performance bonus

Remote work in EU

30 days holiday

Learning budget €2,000/year

Perfume allowance

Top-spec laptop

Company pension contribution

Deutschlandticket

Résumé du poste

10ML is a European perfume retailer seeking a head of customer experience to lead multilingual support across languages like German, French, Italian, Spanish, Polish and more. You will own response times, CSAT, and the help centre while shaping the support stack and workflows.

The role offers remote work within the EU or Dortmund office, with 30 days holiday and a personal learning budget, plus a perfume allowance and top setup equipment.

Qualifications

• 6+ years in customer service or CX in e-commerce.
• At least 3 years leading multilingual teams.
• Fluent English and at least one more EU language.
• Experience with help desks such as Zendesk, Gorgias, Intercom or Front.
• A data-driven approach to CSAT, first-response and resolution metrics.

Responsabilités

• Build and lead a multilingual customer care team covering multiple languages.
• Own response times, resolution quality, customer satisfaction, and help centre.
• Choose and run the support stack (help desk, macros, automation, quality reviews).
• Feed customer insight back to product, operations, marketing and engineering weekly.
• Collaborate with fulfillment and carriers to prevent issues before customers notice.
• Protect the 10ML reputation on review platforms and social channels.

Connaissances

Multilingual team leadership

Data-driven mindset

Outils

Zendesk

Gorgias

Intercom

Front

Description du poste

10ML is a European perfume retailer seeking a head of customer experience to lead multilingual support across languages like German, French, Italian, Spanish, Polish and more. You will own response times, CSAT, and the help centre while shaping the support stack and workflows.

The role offers remote work within the EU or Dortmund office, with 30 days holiday and a personal learning budget, plus a perfume allowance and top setup equipment.