Team Lead Customer Care - US Market (f/m/d) @MYTHERESA
Leipzig, GermanySenior · 6-10 yearsH1B likely
About this role
WHAT YOU WILL DO
- Manage day-to-day operations for one of our in-house customer care teams
- Provide the best in class customer service
- Dealing with sensitive customer data
- Setting personal objectives, targets, and guidelines for team members
- Bi-annual team reviews
- Ensure the implementation of coaching and training programs
- Supporting each team member in their personal and professional growth
- Contribute to continuous improvement of our internal processes to strive for an excellent customer experience, on every occasion
- Coordinate with cross-functional teams including payment, customs, warehouse, and shipping to troubleshoot product/customer related issues
WHO YOU ARE
- Excellent verbal and written knowledge of English, and excellent knowledge of a second language such as German would be a plus
- Profound experience and passion for customer service, ideally gained in the e-commerce sector
- Understanding the specificities of US customer service and consumer behaviour would be a plus
- Experience in team management and a strong sense of teamwork
- Problem-solving, decision making, and advocating for our customers
- Solid working knowledge of Windows PC, MS Office, and experience with ticketing systems preferred
- Pro-active, organized, and the ability to work under time pressure are essential
- Flexible attitude and positive approach to change