Our Customer Service team is responsible for steering our external call centers. The team ensures the best possible customer support and satisfaction and continuously works on the further development of our service offering.

As Team Lead (m/f/d) Customer Service Controlling & Tools, you and your team are responsible for KPI, performance, and cost controlling within Customer Service, as well as for the further development of our tool landscape. You work in a data-driven and strategic manner, closely collaborating with internal stakeholders and external service providers.

Responsibilities

• Functional and disciplinary leadership of the Customer Service Controlling & Tools team

• Responsibility for KPI, performance and cost controlling, including analysis, steering and continuous development of key customer service metrics
• Cost controlling, including budget planning, monitoring and ensuring budget compliance
• Further development and implementation of dashboards, reports and automations
• Creation, preparation and distribution of regular reports for different target groups
• Forecasting incoming ticket volumes as a basis for capacity and cost planning, as well as creating forecasts to steer our external service providers
• Close collaboration with external service providers and internal teams (e.g. BPO Steering, Incident Management, Accounting, Project Management, Tech)
• Tool and system management (e.g. CRM, telephony and translation tools)
• Active shaping of digitalization and AI initiatives in Customer Service (e.g. mail bots, chatbots, voice bots)

Requirements

• Several years of relevant professional experience in controlling, customer service, operations, or a comparable environment, including leadership experience

• Highly developed analytical and KPI-driven way of working
• Strong cost and budget awareness combined with strategic thinking
• Excellent communication skills and the ability to present complex topics in a clear and understandable way and derive actionable measures
• Confident demeanor when interacting with senior internal and external stakeholders
• Affinity for automation and AI-related topics
• Confident use of Excel / Google Sheets
• Experience with CRM systems is a plus (ideally Zendesk)
• Very good German and English skills, both written and spoken

Benefits

• Hybrid working

• Fresh fruit every day

• Sports courses

• Exclusive employee discounts

• Free drinks

• Language courses

• Company parties

• Help in the relocation process

• Mobility subsidy

• Central Location

• Flexible Working Hours

• Company pension

• Professional training

• Dog-friendly office

• AY Academy

• Feedback Culture

• Job Bikes

YOU ARE THE CORE OF ABOUT YOU
We take responsibility for creating an inclusive and exceptional environment where all genders, nationalities and ethnicities feel welcomed and accepted exactly as they are. We believe that a diverse workforce essentially contributes to the ABOUT YOU culture. In order to maintain talent and diversity, we emphasize the care for physical health, mental health and overall well-being.Our values and work ethics essentially contribute to our brand mission: empower acceptance and shape an inclusive, fair and circular fashion culture.

We look forward to receiving your application – preferably online via our application portal. This way we can guarantee a faster process and it is also very easy for you to upload your application documents! :-)

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