Director Customer Care (f/m/d)

Stellenbeschreibung:

Köln

ab sofort / asap

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

Lead and develop three Customer Care Team Leads (disciplinary & strategic leadership)

Own our key customer service KPIs (AHT, SLA, CSAT) and ensure excellent service quality – from Buyer Protection to Reviews

Continuously evolve our service standards with a focus on customer centricity and efficiency

Monitor and optimize all relevant KPIs – from refunds to review processes

Co‑create automation and AI strategies to scale our service quality

Establish secure, scalable processes to prevent consumer fraud within Operations

Collaborate closely with Operations, Product, Controlling, Sales & Finance

Dein Profil

Degree in Business, Communication or equivalent professional experience

5+ years of leadership experience in service / customer care – ideally in e‑commerce or similar fast‑paced B2B / B2C environments (experience leading leaders)

Proven success in optimizing service KPIs and processes, especially in omnichannel setups

Confident with service tech and automation tools – CRM / ticketing experience required (ideally Zendesk or Salesforce)

A proactive, solutions‑driven leadership style with strong communication and organizational skills – and a structured, hands‑on mentality with an AI‑first mindset

Excellent English skills – German is a plus