JOIN OUR TEAM
As a Senior Customer Care Country Manager, you will take ownership of leading and developing a team dedicated to delivering a premium service experience for our DACH customers. As our most important market, DACH plays a central role in shaping our success, making this position highly impactful. Our mission is to provide efficient, empathetic, and solution-oriented support that strengthens customer loyalty and reflects our brand values at every touchpoint. You will act as a central partner across teams, ensuring that our front office runs smoothly, KPIs are achieved, and best practices are continuously developed. This position is permanentand based in Munich.
WHAT YOU'LL DO
1. lead, coach, and develop the Front Office team for the DACH market
2. ensure high-quality, customer-centric service delivery across all touchpoints
3. monitor, analyse, and optimise daily operations and KPIs in close collaboration with the Workforce Management team
4. act as an escalation point for complex customer cases
5. collaborate closely with the Quality, Training, Logistics, and Product teams
6. drive process improvements and implement best practices in Customer Care together with the Content team
YOU COME WITH
7. solid background in Customer Care with proven leadership experience
8. proven track record in managing teams and achieving operational KPIs
9. excellent communication and problem-solving skills
10. high empathy and a customer-first mindset
11. strong organisational and prioritisation skills in a fast-paced environment
12. fluency in German and English, both written and spoken
WHY WESTWING
Aside from our awesome team and shared purpose, we offer a variety of additional benefits. Come work with us and get:
13. an inspiring, international, informal, and nonpolitical environment for you to take ownership and grow your career
14. a unique culture based on trust, support, and collaboration where we foster open communication with our monthly Company All-Hands, feedback channels, and regular Q&A sessions
15. hybrid working mode with 3 office days per week
16. up to 4 weeks temporary work-from-anywhere per year
17. 30 days of paid holiday per year
18. a beautiful, centrally located and dog-friendly office with free beverages, cafeteria with different lunch options, open spaces and sunny terrace
19. 40% off Westwing Collection and 20% off all third-party brands in our shop (each on non-reduced items), a 10% Family & Friends voucher, and Westwing vouchers for special occasions
20. regular and legendary company and team events like Movie Nights, Oktoberfest, Summer Parties, and more
21. health and wellbeing offerings including sports membership, mental health support and coaching, vaccinations, skin checkups and more
22. discounted green mobility options with public transport or JobRad
23. company daycare “Westwing Wichtel” next to our Munich office and cooperation with Elly & Stoffl, a multilingual daycare with several locations in Munich
24. subsidised company pension scheme
25. “Social Impact Day” to use for doing good for environment and/or society