Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
About the Role
This role involves leading a small team, optimizing operations, and continuously improving the customer experience. You will strategically position Customer Care as a revenue driver, focusing on E-Commerce. In close collaboration with Digital, Product, and Operations teams, you will establish a modern, scalable Customer Care structure.
Responsibilities
- Manage and strategically develop the Customer Care department.
- Transform Customer Care into a profit center by integrating upselling and cross-selling strategies.
- Lead, coach, and develop a growing team, managing external resources during peak seasons.
- Advance the Gorgias system, implementing automation and AI solutions like chatbots and self-service options.
- Analyze and optimize processes, KPIs, and workflows to enhance efficiency, customer satisfaction (CSAT, NPS, CES), and Customer Lifetime Value (CLV).
- Collaborate with Digital, Product, and Operations teams, advocating for customer insights to minimize conversion drops and increase repurchase rates.
- Identify recurring pain points and develop sustainable, data-driven solutions.
Requirements
- Completed degree in Business Administration, Marketing, or equivalent qualification.
- 3-4 years of experience in Customer Care, ideally in E-Commerce.
- Strong commercial mindset with proven experience in converting service interactions into revenue opportunities (retention, cross-selling, upselling).
- Initial leadership experience and desire to build a team hands-on.
- Proficiency with Gorgias, Zendesk, or similar ticketing systems.
- Skilled in process design and optimization.
- Interest and competence in AI, automation, and digital tools.
- Strong analytical, communication, and organizational skills.
- Strategic and operational thinking.
Skills
- Gorgias
- Zendesk
- Ticketing systems
- Process design
- Process optimization
- AI
- Automation
- Digital tools
- Analytical skills
- Communication skills
- Organizational skills
- Strategic thinking
- Operational thinking
- Commercial mindset
- Upselling
- Cross-selling
- Retention
Location
- Berlin
- Kantstraße, Berlin
- Remote (two days per week)
Work Type
- Hybrid
Experience Level
- 3-4 years of experience in Customer Care
- Initial leadership experience
Education Level
- Completed degree in Business Administration
- Completed degree in Marketing
- Equivalent qualification
Benefits
- Creative freedom in a fast-growing startup
- Inspiring team
- Short decision-making processes
- Trust in your ideas
- Subsidies for Urban Sports Club
- Subsidies for Deutschlandticket
- Exclusive product discounts
About the Company
- DR. EMI ARPA Skin GmbH offers modern, scientifically-backed skincare, made in Germany.
- Founded by Berlin-based dermatologist Dr. Emi Arpa.
- Combines effective, high-quality ingredients with ferments for effective, sustainable solutions for all skin types.
- Vegan and PETA-certified, valuing transparency and skin health, aiming to usher in a new skincare era.
- Comprises approximately 60 engaged, supportive colleagues passionate about premium skincare.
- Fosters a team that works closely, takes responsibility, and grows together.
- Values passion, quality standards, and a desire to innovate skincare.
Equal Opportunity
- Values respectful, open collaboration and diverse perspectives.
- Aims to create an environment where everyone feels welcome and can develop professionally and personally.