Head of Customer Service (Ecommerce)

TL;DR

Head of Customer Service (Ecommerce): Leading a team of customer service experts and managing external call centers to optimize the overall customer experience with an accent on process optimization and strategic automation. Focus on managing complex order and returns flows and handling commercial negotiations with external service providers.

Location: Hamburg, Germany

Company

hirify.global is one of Europe’s fastest growing e-commerce companies operating at the intersection of fashion and technology.

What you will do

• Provide functional and disciplinary leadership to a team of customer service experts and project managers.
• Manage, coordinate, and further develop external call centers.
• Optimize existing customer service processes to ensure a premium customer experience.
• Define and analyze relevant KPIs and optimize internal reporting and controlling systems.
• Drive the strategic integration and development of modern automation processes.
• Handle internal and external escalation management and lead commercial negotiations with service providers.

Requirements

• Degree in business, management, communications, or a comparable discipline.
• Professional experience in customer service, specifically within call centers or e-commerce environments.
• Multiple years of disciplinary and functional leadership experience.
• Very good German and English skills, both written and spoken.
• Strong analytical skills, a structured way of working, and proficiency in MS Office.
• Must be based in Hamburg, Germany.

Culture & Benefits

• Environment based on flat hierarchies, direct communication, and pragmatic decision-making.
• Strong culture of ownership, trust, and clear responsibility.
• Social integration through team lunches, afterwork drinks, and company events.
• Commitment to acceptance, inclusion, and a diverse workplace.