Head of Customer Service (all genders)

Your role We are looking for an experienced, high-impact Head of Customer Service to lead, transform, and scale our customer service organization. In this position, you will be responsible for defining operational excellence, elevating the overall customer experience, and building a true customer first culture across our teams. You will bridge day-to-day operational execution with strategic planning - owning team development, process optimization, workforce scheduling, and key performance metrics. This is a senior leadership role designed for an operational heavyweight who thrives in fast-paced e-commerce environments and is ready to take full strategic and organizational ownership of our service operations. Team & Personnel Leadership: Provide direct disciplinary, operational, and technical leadership across the customer service department, establishing a positive, high-performing culture and inspiring high employee engagement. Customer-Centric Transformation: Drive a meticulous, company-wide customer first philosophy, transforming customer service into a key driver of brand loyalty and customer satisfaction. Performance & KPI Management: Own qualitative and quantitative team metrics (CSAT, SLA targets, First Contact Resolution, AHT), ensuring smooth operations and high quality, even during seasonal peaks. Process, Quality & AI Optimization: Audit and continuously improve service processes, structures, and modern ticketing tools. Implement AI and automation responsibly, with a sharp focus on balancing efficiency with customer happiness. People Development: Conduct regular feedback cycles, performance reviews, and structured career development paths for senior agents and team leads. Strategic & Resource Planning: Oversee departmental budgeting, headcount forecasting, tool licensing, and capacity planning. Ensure operational readiness and full compliance with local labor standards and shift regulations. Cross-Functional Alignment: Serve as the strategic voice of the customer across internal stakeholders (Logistics, Product, Marketing) to identify post-purchase friction points and optimize the end-to-end customer journey. Your profile Proven Leadership in E-Commerce: 7+ years of progressive leadership experience in e-commerce, retail, or DTC, with at least 3+ years managing multi-tiered operational Customer Service/Support teams at scale. Organizational Ambition & Ownership: Strong organizational intelligence with a desire to take high-level ownership of departmental operations, budgeting, vendor management, and workforce planning. Experience navigating legal, statutory, or compliance frameworks (e.g., German labor law, GDPR) is a strong plus. Data-Driven Operational Excellence: Deep familiarity with service analytics, workforce management software, and core CS metrics (CSAT, NPS, FCR, SLA, AHT). Proven ability to translate raw operational data into actionable strategic shifts. Modern CS Tech & Automation: Hands-on experienc