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
LuxExperience is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.
If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.
Experience Level: Mid-Senior levelWorkplace Type: On-site
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Team Lead Customer Care - US Market (f/m/d) in Leipzig Arbeitgeber: LuxExperience
Mytheresa ist ein hervorragender Arbeitgeber, der seinen Mitarbeitern eine dynamische und inklusive Arbeitsumgebung bietet. Mit bis zu 32 Tagen Urlaub, flexiblen Arbeitsmodellen und umfangreichen Weiterbildungsmöglichkeiten fördert das Unternehmen die persönliche und berufliche Entwicklung seiner Mitarbeiter. Die Möglichkeit, in einem globalen Team zu arbeiten und von einem attraktiven Mitarbeiterrabatt sowie einem betrieblichen Altersvorsorgeplan zu profitieren, macht Mytheresa zu einem besonders attraktiven Arbeitsplatz für alle, die eine Karriere im digitalen Luxus-E-Commerce anstreben.
