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← The Quality Group

Head of Customer Service (gn)

The Quality Group
Location
Hamburg (hybrid)
Posted
1 month ago
Department
Operations
What they actually want (must-haves)
  • More than 5 years of leadership experience in customer service, ideally in D2C, e-commerce, or FMCG environments
  • Experience in building and scaling customer service structures
  • Strong process and numerical understanding, with experience in helpdesk and CRM systems
  • Strategic vision combined with a hands-on mentality
  • Empathetic and clear communication skills, with a passion for team leadership and development
  • Fluency in German and English, both written and spoken
What the job really is

As the Head of Customer Service at ESN & More, you will lead the customer service team, develop strategies and processes to enhance customer experience, and ensure high service quality across all channels. You will collaborate with logistics, brand teams, and quality management, select and manage external service providers, and establish reporting systems to drive improvements.

Benefits
  • Attractive employee discounts on ESN & More products
  • Flexible working hours and home office options
  • Subsidies for mobility and fitness (e.g., Wellpass, Deutschlandticket)
  • Company pension scheme
  • Workation options and more
Things to weigh
  • No salary listed
  • The role requires a strong background in customer service leadership, which may limit candidates without such experience
  • The position involves significant responsibility for strategy and team development, which may be challenging for less experienced leaders
Job score3.2/5
Benefits3/5
Freshness4/5
Career value4/5
Role clarity5/5
Pay transparency0/5

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