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7 дней назад

Customer Care Content & Quality Lead (m/f/d)

Формат работы
hybrid
Тип работы
fulltime
Грейд
lead
Английский
c1
Страна
Germany
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

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TL;DR

Customer Care Content & Quality Lead: Own and evolve global customer care guidelines, content, and quality standards with an accent on AI-driven tools, quality assurance, and continuous improvement initiatives. Focus on transforming quality monitoring, analyzing performance data, and collaborating across teams to deliver consistent premium service across markets.

Location: Munich Office, flexible hybrid setup with 3 office days per week

Company

Europe’s #1 in Beautiful Living e-commerce, present in 20+ European countries with GMV of EUR 507 million in 2025, headquartered in Munich.

What you will do

  • Own and evolve global customer care guidelines, content, and quality standards for consistent premium service
  • Leverage AI-driven tools to enhance productivity and streamline customer support workflows
  • Transform quality assurance to AI-supported end-to-end monitoring and insight generation
  • Analyze performance data to identify gaps and drive data-backed improvement initiatives
  • Collaborate with Customer Care, Operations, Finance, and Product teams for alignment
  • Establish and scale continuous improvement frameworks into daily operations

Requirements

  • Proven experience leading teams, driving quality improvements, and achieving KPIs in scalable support
  • Hands-on with AI-driven tools and data analytics for productivity and insights
  • Excellent communication and stakeholder management skills
  • Strong analytical and problem-solving mindset with high ownership
  • Highly organized with prioritization in fast-paced global environment
  • Fluency in German and English, both written and spoken

Culture & Benefits

  • High-performance culture with trust, feedback, and collaboration
  • Inspiring international environment for ownership and growth
  • Work-from-anywhere up to 4 weeks per year
  • 30 days paid holiday, wellbeing support, sports memberships
  • Exclusive discounts, sustainable mobility, support for parents with on-site daycare
  • Annual Social Impact Day and team rituals like parties

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