Customer Service Supervisor

Our Customer Service team supports customers via various channels—email, chat, and telephone—across several European markets. You are the first point of contact for all customer service employees: for technical questions, difficult situations, and whenever it is about improving together. Around 40% of your working time, you will be actively involved in day-to-day operations—for example during peak times or periods of high inquiry volume—so you always know exactly what matters to the team and customers.

Functional Leadership & Go-to Person for the Team:

• You act as the central point of contact for your team regarding technical questions, complex customer cases, system questions, and process-related challenges.
• You support your team with escalated or particularly demanding requests and help find sustainable solutions.
• You provide your team with guidance and confidence through clear structures, reliable decisions, and your active presence in the daily work environment.

Training & Quality Assurance:

• You create and deliver internal training sessions for your team, both during onboarding and in day-to-day operations.
• You support employees through targeted feedback discussions and practical workplace observations, identifying development potential at an early stage.
• You ensure service quality through regular reviews, establish consistent standards, and implement targeted measures for continuous improvement.
• You actively develop our internal knowledge base and ensure that processes, guidelines, and best practices are always up to date, structured, and easily accessible.

Processes & Continuous Improvement:

• You systematically review Customer Service processes, identify weaknesses, and improve workflows based on KPIs and team feedback.
• You define and document workflows together with team management and ensure that all brands and channels operate according to the same standards.
• You support the introduction of new digital tools—for example our helpdesk system or AI-supported automations—and ensure they are understood and used within the team.
• You regularly analyze KPIs such as response times, customer satisfaction, and resolution rates, deriving concrete recommendations for action.

Operational Support & Cross-Functional Collaboration:

• You actively work in day-to-day operations for around 40% of your working time, keeping close to the team and our customers.
• You work closely with other departments to continuously improve the entire customer journey.
• You actively contribute the Customer Service perspective to cross-functional projects.

• Completed commercial apprenticeship or equivalent qualification
• 2–4 years of professional experience in Customer Service—ideally in a contact center, e-commerce, or direct customer-facing environment
• Initial experience in coaching, onboarding, or training colleagues
• Experience in process documentation or quality audits is a clear advantage
• Confident handling of ticketing or CRM systems (e.g. Zendesk, Freshdesk, or comparable tools)
• Good Excel skills and enjoyment of data-driven work—you can interpret figures and derive actions from them
• Very good written and spoken German and English; French or Italian is an advantage
• You think and act hands-on: you see what your team needs, actively step in, and are ready to take the next step toward leadership responsibility.

• A genuine career step: this role is the ideal entry point into functional leadership responsibility—with targeted support and plenty of room for development
• A newly created position with real scope to shape and improve processes
• Close collaboration with an experienced leader and direct influence on the further development of Customer Service
• A modern working environment with digital tools and a team that lives continuous improvement
• A dynamic, international environment with flat hierarchies and short decision-making paths

Alignment with Our Values

We believe that our values shape the way we work together and succeed together. We are looking for candidates who embody the following principles:

• Teamwork: You know that success is a shared achievement and work openly and constructively with colleagues and other departments.
• Striving for Excellence: You set high standards—in process design just as much as in daily customer interactions.
• Impact-Oriented: You strive to achieve sustainable improvements through your work—for the team, customers, and the company.
• Adaptability: You embrace change, learn quickly, and thrive in a dynamic environment.