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Deine Aufgaben
Trusted Shops builds digital trust between people and businesses – with one clear goal: to become the #1 Community of Trust.
With around employees, we support over 25, online shops and 40 million consumer memberships as a profitable SaaS company. Our unique combination of Trustmark, verified customer reviews, and Buyer Protection helps millions of consumers shop online with confidence every day.
As we scale our service excellence, we’re looking for a hands-on leader to join us as
Director Customer Care (f/m/d)
(Hybrid in Cologne, 8 days/month on site – Full-time – Permanent contract)
Your responsibilities
1. Lead and develop three Customer Care Team Leads (disciplinary & strategic leadership)
2. Own our key customer service KPIs (AHT, SLA, CSAT) and ensure excellent service quality – from Buyer Protection to Reviews
3. Continuously evolve our service standards with a focus on customer centricity and efficiency
4. Monitor and optimize all relevant KPIs – from refunds to review processes
5. Co-create automation and AI strategies to scale our service quality
6. Establish secure, scalable processes to prevent consumer fraud within Operations
7. Collaborate closely with Operations, Product, Controlling, Sales & Finance
Dein Profil
Your profile
8. Degree in Business, Communication or equivalent professional experience
9. 5+ years of leadership experience in service/customer care – ideally in e-commerce or similar fast-paced B2B/B2C environments (experience leading leaders)
10. Proven success in optimizing service KPIs and processes, especially in omnichannel setups
11. Confident with service tech and automation tools – CRM/ticketing experience required (ideally Zendesk or Salesforce)
12. A proactive, solutions-driven leadership style with strong communication and organizational skills – and a structured, hands-on mentality with an AI-first mindset
13. Excellent English skills – German is a plus
What we offer
14. Hybrid Work: Combine flexible remote work with regular team days at the office
15. Workation Option: Temporarily work from another European location of your choice
16. Permanent position at Europe’s leading trust brand
17. 27 vacation days plus 3.5 extra days off (Christmas Eve, New Year’s Eve & Carnival)
18. Buddy program – an experienced “Trustee” will guide you from day one
19. Personal development & learning opportunities tailored to your goals
20. Team & unit events to connect, celebrate, and collaborate
21. Health Pass – free online and offline classes for fitness, sports, and mental well-being
22. Let me know if you'd like to integrate these into a full job ad or need this adapted for another format (e.g.