Head of Customer Service (all genders)

ABOUT YOU is one of Europe’s fastest growing e-commerce companies. Based in Hamburg and Berlin, we operate at the intersection of fashion and technology. Our mission is to rethink online shopping and make it personal and seamless. This takes more than good ideas. It takes people who take initiative and challenge the status quo. We believe in flat hierarchies, direct communication, and pragmatic decisions. No long approval chains. Just ownership, trust, and clear responsibility. We work hard, but we also believe in enjoying the ride together - over team lunches, afterwork drinks, company events, or a quick coffee in between meetings. If this sounds like you, ABOUT YOU could be the right place to bring in your perspective.
Functional and disciplinary leadership of a team of customer service experts and project managersManagement, coordination, and further development of our external call centersManagement, monitoring, and continuous optimization of existing customer service processes to ensure the best possible customer experienceDefinition, evaluation, and analysis of relevant KPIs as well as optimization of our internal reporting and controlling systems within customer serviceStrategic integration and further development of modern automation processesInternal and external escalation management, including the proactive derivation of concrete action recommendationsClose collaboration with national and international partnersContract and commercial negotiations with external service providersManagement of complex and demanding projects across the entire order, returns, and complaint processes
Successfully completed degree, ideally in the field of business, management, communications, or a comparable disciplineSeveral years of professional experience in customer service, ideally in a call center or e-commerce environment, including multiple years of disciplinary and functional leadership experienceVery good knowledge of customer service and e-commerce processes as well as relevant technologiesVery good MS Office skillsVery good German and English skills, both written and spokenHigh level of initiative, assertiveness, and sense of responsibilityStrong analytical skills and a structured way of working
Your perks at a glance: Visit our benefits page.
Simply apply online via our career page - we will get back to you as soon as possible!
A Place Where You Can Be You
We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are.
Different backgrounds and perspectives make us stronger and shape our culture in ways that matter.
What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.