About the job
We are a leading global brand dedicated to creating Smart, Helpful, and Bold baby gear since 2007. Our business has continued to grow exponentially, and we are looking for a
Senior Consumer Service Manager (m/f/d)
to join the team.
The key mission of the role is to enable and steer local subsidiaries/market teams across Europe, ensuring consistent, scalable standards in consumer service. Take ownership of Zendesk and institutionalize clear governance and an efficient operating framework.
What you'll do
* Ownership of Zendesk (primary tool): admin configuration, workflows, triggers/automations, voice/chat routing, user & role management.
* Implement RACI governance to clarify roles and responsibilities, drive accountability, and minimize coordination complexity across local markets.
* Develop, roll out, and govern the SLA framework (first reply, resolution, escalation) consistently across local markets.
* Develop, roll out, and audit unified SOPs/work instructions and playbooks
* Build functional excellence with Product Management—training curricula, knowledge base, QA framework, escalation paths—and ensure local agent coaching through standardized playbooks and delivery by local team leads.
* Establish SOPs to ensure timely, accurate information flow to the compliance and legal teams in the event of serious consumer complaints or incidents.
* Regular market visits/remote audits; share best practices and drive scale.
What you'll bring
* 5+ years in B2C customer service, incl. 2+ years in a leadership role (team lead/manager)
* Profound Zendesk expertise.
* Strong analytical skills, data‑driven decisions, and a bias for action.
* Excellent communication in English, other languages are a plus
* Nice to have: E‑commerce/omnichannel, SAP/ERP, social messaging service (IG, FB, WhatsApp), BPO steering; Zendesk certification is a plus.
What You'll Get:
* Career Growth Opportunities:
Access to continuous learning and development programs to help you advance in your career.
* Competitive Compensation Package:
Attractive compensation package to ensure your well-being.
* Dynamic Global Environment:
Gain hands-on experience in a rapidly growing international company, with exposure to global best practices.
* Diverse & Supportive Team:
Collaborate with a talented, multicultural team and learn from a wide range of professional backgrounds.
* Professional Development:
Grow your skills and career with the fast expanding company.