Customer Service Manager (Remote)

About Our Client

Our client is an innovative online marketplace dedicated to giving preloved design furniture and home accessories a second life. By connecting iconic brands like Vitra and Kartell, up-and-coming designers, vintage classics, and sustainable living enthusiasts, they are redefining how people furnish their homes. The team curates each piece with care, ensuring authenticity, excellent condition, and reliable delivery. As a fast-growing platform, they serve as the bridge between private sellers, second-hand dealers, and e-commerce partners while maintaining an unwavering commitment to top-notch customer service.

About the Role

We are seeking a Customer Care Manager to lead our client’s dynamic customer service team. In this pivotal role, you will oversee the day-to-day operations of the customer service department, ensuring that customers receive outstanding support that reflects the company’s values of quality and sustainability. As a key figure in the organization, you will drive strategies to enhance customer satisfaction, resolve complex issues, and maintain high standards of service excellence.

The ideal candidate is a strategic thinker with a customer-first mindset, a strong leader passionate about fostering team growth, and an expert in optimizing customer service processes.

Desired starting date

ASAP

This date is only a guide: it may depend on many factors and could be totally negotiable.

Key Responsibilities

Team Leadership & Management

• Supervise and support a team of customer care agents, ensuring adherence to performance and quality standards.
• Lead onboarding, training, and professional development initiatives to equip the team with the skills necessary for success.
• Set and track team performance goals using KPIs, providing constructive feedback to promote continuous improvement.
• Foster a positive work environment that motivates the team and enhances productivity.

Customer Service Strategy

• Evaluate and optimize customer service processes to improve efficiency and satisfaction.
• Develop strategies to elevate the customer experience across all communication channels (phone, email, chat, social media).
• Ensure compliance with quality standards through regular audits and feedback loops.

Issue Escalation & Problem Resolution

• Act as the escalation point for complex or high-priority customer concerns, providing timely and effective solutions.
• Proactively identify recurring issues and implement corrective measures to prevent future occurrences.

Data Analysis & Reporting

• Track, analyze, and interpret customer service metrics (e.g., satisfaction scores, resolution rates, response times).
• Prepare reports on team performance, customer feedback, and trends for senior leadership, proposing actionable recommendations.

Customer Feedback & Continuous Improvement

• Oversee customer feedback collection through surveys, reviews, and direct interactions.
• Use insights to create actionable plans for enhancing customer service and overall satisfaction.

Collaboration with Other Departments

• Partner with teams such as sales, marketing, and product development to ensure alignment on customer needs and service enhancements.
• Act as the voice of the customer in cross-functional discussions, championing initiatives that reflect their priorities.

Key Qualifications and Experience

• Experience:
• 5+ years in customer service, with at least 2 years in a managerial role.
• Proven track record of leading and developing high-performing teams.
• Education:
• Bachelor’s degree in Business Administration, Communications, Marketing, or a related field (preferred).
• Skills and Competencies:
• Strong leadership and motivational skills.
• Exceptional problem-solving and decision-making abilities.
• Proficient in customer service tools and platforms (e.g., CRM systems like Zendesk).
• Data-driven mindset with experience analyzing metrics to drive improvement.
• Excellent communication skills with the ability to manage escalations professionally and empathetically.
• Strategic thinking with the ability to align customer care goals to broader business objectives.

What We Offer

• A chance to be part of a purpose-driven company promoting sustainable living.
• Opportunities for professional growth in a fast-paced, dynamic environment.
• Collaborative and supportive company culture.
• Competitive salary and benefits package.

Languages

Required (fluent)

• German

Valuable

• English
• Spanish

Valuable skills

• Certifications (Optional):
• Customer Service Institute or related certifications.
• Leadership or management training credentials.