To lead our Customer Service Department, we are looking for a Director/VP Customer Service (f/m/x) who is passionate about building an outstanding customer experience through a customer-centric mindset, while positively impacting on the environment. You will design and establish a best-in-class Customer Service Strategy, while also acting as a sparring partner to the key Leadership Team for all Customer Service-related topics. Key piece of your role will be to develop and implement a clear internal & external customer service strategy that will help support Refurbed in its growth trajectory. You will partner with the CS leadership team by advising, guiding and supporting them on a variety of strategic customer service topics. Together with you and your talent, we want to make consumption sustainable and build the leading platform for sustainable products & services in Europe. Join us on our mission! #TalentForFuture

Who you are:

• You ideally have an educational background in business or economics

• You have significant relevant work experience and at least 7 years of senior leadership experience in the field of Customer Service or Customer Experience

• You have experience designing and executing a customer service strategy on internal customer service and external BPO partners

• You want to work with people, have a strong empathy and great communication skills

• You are hands-on, solution-oriented and focus on customer centricity

• You are data-driven and have strong analytical skills

• You are fluent in German and English
  
  

What you will do:

• You take over the strategic leadership of the customer service organization and closely collaborate with the customer service leadership team on providing an outstanding customer experience

• You act as a trusted partner to the Founders and the rest of the Leadership Team on all customer service topics

• You represent and advocate for the department in company leadership discussions

• You provide knowledge and guidance while developing your team members

• You ensure that the customer service department is set-up for growth and are responsible for reviewing and establishing operational KPIs (current and aspirational ones);

• You include and act upon non-operational, customer-experience KPIs (most importantly CSAT)

• You continuously optimize and improve processes within the current setup and independently investigate new potential projects to work on together with your team
  

Additional factors we appreciate:

• You have worked in a fast-paced environment or a scale-up before

• You have experience working for a marketplace or in ecommerce

• You have personal experiences in optimizing customer service processes through automatization and AI

• You are familiar with SaaS solutions and CRM systems (i.e. Zendesk, Looker and Notion)

• You were driving large service tool changes in the past

• You worked with OKRs in a previous job