Head of Customer Service - Berlin, Deutschland - Horizn Studios

Horizn Studios

Geprüftes Unternehmen

Berlin, Deutschland

vor 2 Wochen

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

General Description

In your role as Head of Customer Service (M/F/d) you will be mainly responsible for leading the Customer Service department and will work hands-on in the customer care.

You will be responsible for further developing and driving Horizn's overall performance and brand Customer Service strategy, and its execution on all CS channels, reporting directly to the COO.

In close sparring with Brand Marketing, and with the smart and growing Horizn CS team, you will co-create one of Europe's most advanced Customer Service teams, sharing and shaping a new understanding of customer service as a key driver of brand value, brand and product referrals, and conversion.

Your Role

Drive the development of the overall CS strategy, setting, monitoring and taking responsibility for team KPI's and SLA's, reporting directly to the COO
Supervise CS activities the Horizn way: personal, professional, positive and based on exceptional knowledge in the field of products, processes and the brand itself
Technical management of the ticket system (Zendesk)
Supervise the daytoday business of the CS team and the achievement of specific CS goals
You will guide team members, and answer directly to product and servicerelated customer questions
Taking ownership for the customer's CS experience and represent Horizn within this key channel with immediate impact on the success of our brand
Structure and analyze customer's feedback regarding product and services to identify areas of improvement and develop strategies to optimise the customer experience
Support the constant optimization of our Customer Service team and present strategies, plans and results to C-Level
Coordinate and partner with various internal teams like BI/growth analytics, wholesale, marketing and product team to ensure alignment across the organization and an optimal customer experience
Liaise with external partners to maintain and optimise important CS tools

Your Skills & Experience

2+ years of experience in a similar position, experience in startups/ecommerce is a plus
You have good experience in working to targets, and always challenge yourself to improve the overall customer experience
You have a positive, outgoing, and servicedriven personality
You are a team player, resultsoriented and like to take the initiative
Fluent in both German and English

Please note:

As a purpose driven company, we actively fight climate change, racism, gender-inequality and support underprivileged individuals and communities, such as forcefully displaced youth and refugees.

We expect you to actively support and contribute to our causes.

What we offer

A culture of collaboration, empowerment, innovation and diversity
Flexible working times, home office, remote work and two additional holidays for your further development
A purposedriven company dedicated to changing the way we travel for good (Petacertified, Corp B certification in process, social and art programme)
A supportive and encouraging work environment with a diverse group of motivated, talented, and visionary colleagues
Ownership for your field of responsibility
Personal and career development including further educational courses
The possibility to make a true impact on the business, take responsibility and shape the future of our growing company on an international level
A supportive work culture: your colleagues from other departments, management or HR are always at your side and available for sparring or mentoring if needed
A competitive salary, accompanied by a nice welcome package, and other benefits such as free coffee, cold drinks, healthy snacks, public transport, company pension or health club benefits and, of course, great employee discounts on our products.
Everyone at Horizn Studios is a shareholder and so will you we share the love, sweat and the fruits with everyone.

That speaks to you?

Don't hesitate and send us your CV - along with a few words on why you think you should get on board plus your earliest possible starting date.

We are excited to be hearing from you

Horizn Studios is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, or any other characteristic protected under federal, state or local law.

In case you feel treated unfairly in the recruitment process or experience any kind of discrimination please don't hesitate to directly contact HR or our MD, at or.