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Head of Customer Service (all genders)
Hamburg, GermanyPosted 14 days agoFull-time
Job details
Company
ABOUT YOU SE & Co. KG
Location
Hamburg, Germany
Employment type
Full-time
Seniority
Mid level
Primary category
Project Management
Posted date
13 Apr 2026
Valid through
Job description
- Functional and disciplinary leadership of a team of customer service experts and project managers
- Management, coordination, and further development of our external call centers
- Management, monitoring, and continuous optimization of existing customer service processes to ensure the best possible customer experience
- Definition, evaluation, and analysis of relevant KPIs as well as optimization of our internal reporting and controlling systems within customer service
- Strategic integration and further development of modern automation processes
- Internal and external escalation management, including the proactive derivation of concrete action recommendations
- Close collaboration with national and international partners
- Contract and commercial negotiations with external service providers
- Management of complex and demanding projects across the entire order, returns, and complaint processes