Head of Customer Care (m/f/x)

Deine Aufgaben

• Outsourcing Management: Steer and develop external service partners across 15+ agents, ensuring contractual SLAs and performance targets are consistently met
• AI & Automation: Identify, evaluate, and implement AI-driven automation solutions to reduce ticket volume, improve first-contact resolution rates, and lower cost-to-serve
• Root Cause Analysis: Systematically analyze the reasons behind customer inquiries and drive cross-functional initiatives to eliminate friction at the source
• Quality Management: Build and maintain a comprehensive quality assurance framework across all service channels, ensuring a consistently high standard of customer interaction
• Process Optimization: Continuously review and improve Customer Care processes, leveraging data, benchmarking, and best practices to drive efficiency and quality gains
• KPI Reporting & Insights: Own the Customer Care KPI dashboard; report regularly to the COO wi...