Customer Care Content & Quality Lead (m/f/d)

JOIN OUR TEAM

As Customer Care Content & Quality Lead , you will take ownership of defining, improving, and maintaining the standards that enable a premium service experience for our customers. Operating on a global scale, this role is highly impactful in shaping how we deliver consistent, high-quality support across all markets. Our mission is to deliver efficient, empathetic, and solution-oriented support that strengthens customer loyalty and reflects our brand values at every touchpoint. In this role, you will drive content strategy, quality assurance, and continuous improvement initiatives, ensuring consistency and excellence across all customer interactions.

You will act as a key partner across teams, aligning on best practices, optimising processes, and ensuring that quality benchmarks and KPIs are met and continuously enhanced. This position is permanent and based in Munich .

WHAT YOU'LL DO

• Own and continuously evolve global customer care guidelines, content, and quality standards to ensure a consistent, premium service experience across all markets
• Leverage AI-driven tools to enhance productivity, streamline workflows, and enable scalable, efficient customer support operations
• Transform quality assurance by shifting from sample-based checks to AI-supported, end-to-end quality monitoring and insight generation
• Analyse performance data and AI-driven insights to identify gaps and translate them into impactful, data-backed improvement initiatives
• Collaborate with Customer Care functions (Operations, Voice of the Customer, Tools) as well as Operations, Finance, and Product teams to ensure alignment and drive joint initiatives
• Establish and scale continuous improvement frameworks, ensuring that identified opportunities are systematically implemented and embedded into daily operations

YOU COME WITH

• Proven experience in leading and developing teams while driving quality improvements, operational excellence, and achieving KPIs in a scalable support environment
• Hands‑on experience with AI‑driven tools and data analytics to enhance productivity and derive actionable insights
• Excellent communication and stakeholder management skills, with the ability to translate insights into clear guidelines and initiatives
• Strong analytical and problem‑solving mindset, paired with a high level of ownership and attention to detail
• Highly organised mindset with the ability to prioritise effectively in a fast‑paced, global environment
• Fluency in German and English, both written and spoken

WHY WESTWING

Here is what you can look forward to:

• A high‑performance culture built on trust, feedback and collaboration

• An inspiring, international environment that empowers you to think big, take ownership, and grow beyond your comfort zone

• A flexible hybrid setup with 3 office days per week - because strong connections and quick collaboration make great ideas happen

• Work‑from‑anywhere opportunities for up to 4 weeks per year - as fresh perspectives spark bold ideas

• 30 days of paid holiday to rest, recharge, and come back ready to create

• A beautiful, centrally located, dog‑friendly office with inspiring spaces, a sunny terrace, and good food - designed for moments that energise and connect

• Exclusive discounts – 40% off Westwing Collection, 20% off third‑party brands (each on non‑reduced items), 10% Family & Friends discount, plus special‑occasion vouchers

• Wellbeing support through mental health resources, sports memberships, and preventive care

• Sustainable mobility options with discounted public transport and JobRad - moving with purpose and care for the planet

• Support for working parents, including our on‑site Westwing Wichtel daycare and a partnership with multilingual provider Elly & Stoffl

• One annual Social Impact Day to give back to a cause you care about - because being human is our true superpower

• Team rituals that celebrate results and togetherness - from Movie Nights and Oktoberfest to Summer & Winter Parties