Head of Customer Service

vor 3 Wochen

Berlin, Deutschland Horizn Studios Vollzeit

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 day-to-day business of the CS team and the achievement of specific CS goals
- You will guide team members, and answer directly to product and service-related 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/e-commerce 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 service-driven personality
- You are a team player, results-oriented 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 purpose-driven company dedicated to changing the way we travel for good (Peta-certified, 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.

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