Director Customer Care (m/f/d)

<p class="Paragraph SCXW72082419 BCX8"><strong><span style="color:#0F4761">About Trusted Shops</span></strong><span style="color:#0F4761">&nbsp;</span></p><p class="Paragraph SCXW72082419 BCX8">Trusted Shops creates digital trust between people, businesses, and AI Agents. Every day, millions of consumers rely on our solutions to make confident online decisions, while businesses use our products to build trust, strengthen customer relationships, and grow sustainably.</p><p class="Paragraph SCXW72082419 BCX8">With around 700 colleagues across Europe, more than 25,000 online shops, and over 40 million consumers in our Community of Trust, we are helping shape a safer and more transparent digital world. But trust is not only at the heart of our products, it also shapes how we work together. We believe in collaboration, ownership, and the freedom to do your best work through a flexible hybrid work culture. Join us and help create a digital world where trust, transparency, and meaningful connections drive every interaction.</p><p class="Paragraph SCXW72082419 BCX8" style="min-height: 1.7em;"></p><p class="Paragraph SCXW72082419 BCX8"><strong><span style="color:#0F4761">To strengthen our Customer Care team, we are looking for a</span></strong><span style="color:#0F4761">&nbsp;</span></p><p class="Paragraph SCXW72082419 BCX8"><strong>Director Customer Care (m/f/d)</strong></p><p class="Paragraph SCXW72082419 BCX8">(Hybrid in Cologne,<span style="color:#000000"> 8 days/month on site</span>&nbsp;/ Full-time / Permanent)</p><p class="Paragraph SCXW72082419 BCX8" style="min-height: 1.7em;"></p><p class="Paragraph SCXW72082419 BCX8">As we continue to scale our service excellence, we are looking for an experienced and hands-on leader to shape the future of Customer Care at Trusted Shops. In this role, you will drive operational performance, customer satisfaction, and service innovation across our consumer-facing services. Working closely with cross-functional stakeholders, you will help create secure, scalable, and customer-centric processes while leveraging automation and AI to deliver outstanding service experiences.</p><p style="min-height: 1.7em;"></p><p class="Paragraph SCXW72082419 BCX8"><strong><span style="color:#0F4761">Your Responsibilities</span></strong><span style="color:#0F4761">&nbsp;</span></p><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8">Lead, coach, and develop&nbsp;our Customer Care Team Leads, providing both strategic and disciplinary leadership.</p></li></ul><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8">Own and continuously improve key customer service KPIs such as AHT, SLA, and CSAT across all Customer Care operations.</p></li></ul><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8">Drive service excellence by evolving standards, processes, and workflows with a strong focus on customer centricity and efficiency.</p></li></ul><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8">Monitor and optimize operational performance across critical processes, including Buyer Protection, refunds, reviews, and related customer journeys.</p></li></ul><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8">Co-create and implement automation and AI initiatives that improve scalability, productivity, and service quality.</p></li></ul><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8">Partner closely with Operations, Product, Controlling, Sales, and Finance to deliver sustainable business and customer outcomes.</p></li></ul><p style="min-height: 1.7em;"></p><p class="Paragraph SCXW72082419 BCX8" style="min-height: 1.7em;"></p> <br> <p class="Paragraph SCXW72082419 BCX8"><strong><span style="color:#0F4761">Your Profile</span></strong><span style="color:#0F4761">&nbsp;</span></p><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8">Degree in Business, Communication, or a comparable field, or equivalent professional experience.</p></li></ul><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8">5+ years of leadership experience within Customer Care, Service Operations, or a comparable customer-focused environment, including experience leading leaders.</p></li></ul><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8">Proven track record of improving service KPIs, operational processes, and omnichannel customer support organizations.</p></li></ul><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8">Hands-on experience with CRM and ticketing systems, ideally Zendesk or Salesforce, as well as&nbsp;AI-supported&nbsp;service automation initiatives </p></li></ul><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8">Proactive, solution-oriented leadership style with excellent communication, organizational, and stakeholder management skills, ideally combined with experience with a works council.</p></li></ul><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8">Strong analytical approach to performance management, process improvement, and operational excellence.</p></li></ul><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8">Business-fluent English and German communication skills</p></li></ul><p class="Paragraph SCXW72082419 BCX8" style="min-height: 1.7em;"></p><p class="Paragraph SCXW72082419 BCX8"><strong><span style="color:#0F4761">What We Offer</span></strong><span style="color:#0F4761">&nbsp;</span></p><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8"><strong>Hybrid Work:</strong> Combine flexible remote work with regular team days in the office.</p></li></ul><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8"><strong>Workation Option:</strong> Temporarily work from another European location of your choice.</p></li></ul><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8"><strong>Permanent Position:</strong> Join Europe’s leading trust brand in a long-term role.</p></li></ul><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8"><strong>27 Vacation Days</strong> plus <strong>3.5 additional days off</strong> (Christmas Eve, New Year’s Eve, and Carnival).</p></li></ul><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8"><strong>Buddy Program:</strong> An experienced Trustee will support your onboarding from day one.</p></li></ul><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8"><strong>Personal Development &amp; Learning:</strong> Access opportunities tailored to your professional growth goals.</p></li></ul><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8"><strong>Team &amp; Unit Events:</strong> Connect, celebrate, and collaborate with colleagues across the company.</p></li></ul><ul class="BulletListStyle1 SCXW72082419 BCX8"><li><p class="Paragraph SCXW72082419 BCX8"><strong>Health Pass:</strong> Benefit from free online and offline classes supporting fitness, sports, and mental well-being.</p></li></ul><p style="min-height: 1.7em;"></p><p class="Paragraph SCXW72082419 BCX8" style="min-height: 1.7em;"></p><p class="Paragraph SCXW164251471 BCX8">BUILD A COMMUNITY OF TRUST WITH US - #cometotrust</p><p class="Paragraph SCXW164251471 BCX8">Not sure if you are what we are looking for? Apply!</p><p class="Paragraph SCXW164251471 BCX8">At Trusted Shops, we are interested in you as a person. Whether you fit in with us is independent of gender, nationality, ethnic and social origin, religion/belief, disability, age, sexual orientation and identity. Trusted Shops is clearly committed to diversity and against discrimination.</p><p style="min-height: 1.7em;"></p><p>Find more <a href="https://www.arbeitnow.com/english-speaking-jobs">English Speaking Jobs in Germany</a> on Arbeitnow</a>