Our Customer Service Team is responsible for managing our external call centers. The team ensures the highest possible level of customer support and satisfaction and continuously works on further developing our service offering.

As Team Lead (m/f/d) Customer Service Processes & Knowledge, together with your team you will be responsible for analyzing, optimizing, and managing key customer service processes, as well as further developing our knowledge structures. You will work closely with internal stakeholders and actively shape the strategic development of our customer service setup.

Responsibilities

• Functional and disciplinary leadership of the "Customer Service Processes & Knowledge” team

• Analysis, standardization, and continuous optimization of customer service processes
• KPI-based performance monitoring as well as derivation and implementation of optimization measures
• Responsibility for the setup, maintenance, and continuous development of the knowledge base
• Responsibility for efficiency and quality in internal last-level ticket handling and fast incident management
• Active management of cross-functional projects to increase efficiency, automation, and improve the customer experience
• Close collaboration with adjacent teams (including BPO Steering, Markets, Controlling, Accounting, and Tech)

Requirements

• Several years of relevant professional experience in a customer service environment, ideally with a focus on processes, knowledge, or operations

• Leadership experience combined with an analytical, process-driven, and detail-oriented working style
• Strong understanding of KPIs and numbers, with a data-driven approach to work
• Excellent communication and teamwork skills
• High sense of responsibility and ability to work independently
• Very good German and English skills, both written and spoken
• Experience with CRM systems (ideally Zendesk)

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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