About Yepoda
At Yepoda, Korean effectiveness meets sustainable solutions: our mindfully produced skincare products are made with love in Korea. Our mission is to bring the best beauty innovations from Korea straight to Europe – without compromising our values, quality, and sustainability. All our products are vegan, cruelty-free, and crafted from the best natural and active ingredients. Our aim is to make the K-Beauty routine easy, effective, and enjoyable.
Founded in 2020, Yepoda is based in the heart of Berlin and is powered by over 100 brilliant individuals from around the globe who are actively writing our story.
We're looking for a Head of Customer Care & Community Management (m/f/d) to join our Operations team and play a pivotal role in building, scaling, and optimizing our Customer Care & Community Management function. You'll lead, coach, and inspire a team of 10+ FTE while driving the transformation of Yepoda's customer experience as we continue to grow globally.
Your Tasks
* Build, lead, coach, and inspire a high-performing team of 10+ FTE, tailoring development to individual skillsets
* Develop and implement strategies to achieve high customer satisfaction (CSAT, NPS, CES), leveraging data and AI insights
* Champion customer centricity by shifting the team's mindset from issue-fixing to value-driven community management
* Redesign and optimize processes, moving from manual work to data-driven, automated workflows that can scale significantly
* Implement and leverage ticket systems, workflow management tools, and AI solutions (chatbots, NLP, backend integrations) to enhance efficiency and resolution times
* Define, track, and analyze KPIs, identify root causes of recurring issues, and implement long-term solutions for continuous improvement
* Act as the Customer Care & Community voice across Product Development, Operations, Brand, and Marketing, ensuring customer insights are embedded in product launches, process improvements, and self-serve adoption
Your Profile
* Bachelor's or Master's degree in Business Administration, Operations, Marketing, or a related field
* 6+ years of experience in Customer Care or Community Management, with a proven track record in building and leading teams
* Strong experience in implementing ticket systems, SOPs, and performance management frameworks in customer-facing teams
* Proficiency in Excel or Google Sheets; familiarity with analytics tools (e.g., Looker), ticket systems (e.g., Zendesk, Gorgias), and project management tools (e.g., Notion)
* Strong analytical, communication, coaching, and process management skills
* Fluent in English; German, Italian, or Spanish is a plus
* Hands-on, proactive mindset with the eagerness to learn, innovate, and drive change forward
What We Offer
* Dynamic Environment: The opportunity to work in a start-up environment surrounded by a passionate and dedicated team
* Accelerate Your Career: Take on responsibility from day 1, with room for professional growth and advancement as the company continues to expand
* Inspiring Workspace: Located in the heart of Berlin's Prenzlauer Berg, a dog-friendly office, with free drinks and snacks
* Hybrid Working: We understand that sometimes you get more stuff done from home and need a change of scenery
* We Value Diversity: We seek to build an inclusive workplace that welcomes people from all different backgrounds. A welcoming, international, dedicated team with flat hierarchies and trust by default
* Employee Discounts: You'll get to enjoy the Yepoda products at a discount and share it with friends and family to keep your glow going
* Unique add-ons: Enjoy an Urban Sports membership package to help you stay active and healthy
Would you like to be part of the team? Then we'd love to hear from you
Make sure to apply by clicking on the "Apply for this job" button below. Please upload your CV and Cover Letter in English language. Our Talent Acquisition team will review your application and get back to you as soon as possible.
At Yepoda we are dedicated to providing equal employment opportunities to all individuals, regardless of race, color, ethnicity, ancestry, religion, national origin, citizenship, gender, gender identity or expression, sexual orientation, age, marital status, parental status, disability, or any other status protected by applicable law.