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About the Role
In this role, you will lead a small team, optimize processes, and continuously improve the customer experience, actively positioning Customer Care as a strategic revenue driver within the e-commerce sector. You will establish a modern, scalable customer care structure in close collaboration with digital, product, and operations teams.
Responsibilities
- Take responsibility for our customer care area, from operational management to strategic development.
- Transform the area from a pure service center to a profit center by seamlessly integrating proactive upselling and cross-selling strategies into customer interactions.
- Lead, coach, and develop a small, growing team, and manage external resources during peak seasons.
- Drive the further development of our existing Gorgias system and introduce automation and AI solutions such as chatbots or self-service options.
- Analyze and optimize processes, KPIs, and workflows to continuously increase efficiency, customer satisfaction (CSAT, NPS, CES), and Customer Lifetime Value (CLV).
- Collaborate closely with the Digital, Product, and Operations departments, and contribute the customer's voice to all relevant decisions to minimize conversion drop-offs and increase repurchase rates.
- Identify recurring pain points and develop sustainable, data-driven solutions.
Requirements
- Completed studies in Business Administration, Marketing, or a comparable qualification.
- 3-4 years of experience in Customer Care, ideally in e-commerce.
- Proven experience in transforming service interactions into revenue opportunities (retention, cross- and upselling) with a strong commercial mindset.
- Previous leadership experience and a hands-on approach to team building.
- Familiarity with Gorgias, Zendesk, or comparable ticket systems, and proficiency in process design and optimization.
- Interest in AI, automation, and digital tools with relevant competencies.
- Analytical, communicative, and organizational strengths, with both strategic and operational thinking.
Skills
- Customer Care
- E-commerce
- Team Leadership
- Process Optimization
- KPI Analysis
- Upselling
- Cross-selling
- Gorgias
- Zendesk
- Automation
- AI Solutions
- Chatbots
- Self-Service
- Data-driven Solutions
- Digital Tools
Location
- Berlin
- Remote
Work Type
- Hybrid
- Full-time
Experience Level
- Senior
- 3-4 years
Education Level
- Degree in Business Administration or Marketing
- Comparable qualification
Benefits
- Scope for design in a fast-growing, creative start-up
- Inspiring team with short decision-making processes and trust in ideas
- Modern office in Berlin-Charlottenburg
- 2 days per week home office
- Subsidies for Urban Sports Club & Deutschlandticket
- Exclusive discounts on products
About the Company
- DR. EMI ARPA Skin GmbH stands for modern, scientifically based skincare, manufactured in Germany.
- Founded by Berlin-based dermatologist Dr. Emi Arpa, the company combines effective, high-quality ingredients with ferments to create potent and sustainable solutions for all skin types.
- Vegan and PETA-certified, DR. EMI ARPA Skin emphasizes transparency and skin health, aiming to usher in a new era of skincare.
- Our team consists of around 60 colleagues in the premium skincare sector – dedicated, supportive, and passionate about high-quality products.