Head of Customer Care (m/f/x)

About the role

DeinDeal is seeking a strategic leader to head its Customer Care function. You will shape the overall service strategy, drive automation initiatives, and ensure an exceptional experience for shoppers across all channels.

Key responsibilities

• Outsourcing Management: Lead and develop external service partners (15+ agents) while meeting contractual SLAs and performance targets.
• AI & Automation: Identify, evaluate, and implement AI‑driven solutions (chatbots, intelligent routing, NLP) to reduce ticket volume and improve first‑contact resolution.
• Root Cause Analysis: Systematically analyse customer inquiries and launch cross‑functional projects to eliminate friction at its source.
• Quality Management: Build and maintain a comprehensive quality‑assurance framework for all service channels.
• Process Optimization: Continuously review and improve Customer Care processes using data, benchmarking and best practices.
• KPI Reporting & Insights: Own the Customer Care KPI dashboard, report to the COO and provide actionable recommendations.
• Cross‑Functional Collaboration: Partner with Operations, Product and Marketing to resolve systemic pain points and represent the voice of the customer.

Required profile

• 5–7 years of experience in Customer Care, Customer Operations or Service Management, with proven strategic leadership.
• Demonstrated success managing outsourced service providers and remote teams across multiple locations.
• Strong KPI orientation and data‑driven mindset.
• Familiarity with AI and automation tools in customer service (chatbots, intelligent ticket routing, NLP); experience with platforms such as n8n is a plus.
• Excellent stakeholder management skills and ability to drive change with senior leadership.
• Fluent in German and English (required); French preferred; Italian a plus.
• Bachelor’s or Master’s degree in Business, Management, Economics or related field.

Required skills

• Chatbot platforms
• Intelligent ticket routing
• Natural Language Processing (NLP)
• n8n workflow automation
• Data analysis tools

What we offer

• Innovative, data‑driven culture within a fast‑growing e‑commerce company.
• Opportunity to shape Customer Care strategy and influence key business decisions.
• Collaborative environment that encourages experimentation and impact.