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Director of Global Customer Service(m/w/x)
Full-timeOn-siteSenior
Zürich
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Managing outsourced service partners and remote teams for a Swiss e-commerce platform shipping over 1M packages annually. Strategic leadership and KPI orientation required. AI-driven automation focus, 4-day work week.
Requirements
- 5–7 years experience in Customer Care, Operations, or Service Management
- Proven strategic leadership experience
- Proven track record managing outsourced service providers
- Proven track record managing remote teams across multiple locations
- Strong KPI orientation
- Data-driven mindset
- Translate customer contact data into business insights
- Familiarity with AI and automation tools in customer service
- Experience with platforms such as n8n is a plus
- High internal credibility
- Proven ability to drive change
- Proven ability to gain buy-in across teams
- Proven ability to collaborate effectively with senior leadership
- Strategic thinker
- Hands-on attitude
- Strong process understanding
- Comfort operating in fast-paced e-commerce environment
- Fluent German
- Fluent English
- French strongly preferred
- Italian is a plus
- Bachelor's or Master's degree in Business, Management, Economics, or related discipline
Tasks
- Steer and develop external service partners
- Ensure contractual SLAs and performance targets
- Identify and implement AI-driven automation solutions
- Reduce ticket volume and improve first-contact resolution
- Lower cost-to-serve through automation
- Analyze root causes of customer inquiries
- Drive cross-functional initiatives to eliminate friction
- Build and maintain a quality assurance framework
- Ensure high standards of customer interaction
- Continuously review and improve Customer Care processes
- Leverage data and best practices for process optimization
- Own the Customer Care KPI dashboard
- Report regularly to the COO with actionable recommendations
- Partner with Operations, Product, and Marketing
- Resolve systemic customer pain points
- Represent the voice of the customer in strategic discussions
Work Experience
- 5 - 7 years
Education
- Master's degree
Languages
- German – Native
- English – Native
- French – is a plus
- Italian – is a plus
Tools & Technologies
- AI
- automation tools
- chatbots
- intelligent ticket routing
- NLP
- n8n
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of DeinDeal and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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Managing outsourced service partners and remote teams for a Swiss e-commerce platform shipping over 1M packages annually. Strategic leadership and KPI orientation required. AI-driven automation focus, 4-day work week.
Requirements
- 5–7 years experience in Customer Care, Operations, or Service Management
- Proven strategic leadership experience
- Proven track record managing outsourced service providers
- Proven track record managing remote teams across multiple locations
- Strong KPI orientation
- Data-driven mindset
- Translate customer contact data into business insights
- Familiarity with AI and automation tools in customer service
- Experience with platforms such as n8n is a plus
- High internal credibility
- Proven ability to drive change
- Proven ability to gain buy-in across teams
- Proven ability to collaborate effectively with senior leadership
- Strategic thinker
- Hands-on attitude
- Strong process understanding
- Comfort operating in fast-paced e-commerce environment
- Fluent German
- Fluent English
- French strongly preferred
- Italian is a plus
- Bachelor's or Master's degree in Business, Management, Economics, or related discipline
Tasks
- Steer and develop external service partners
- Ensure contractual SLAs and performance targets
- Identify and implement AI-driven automation solutions
- Reduce ticket volume and improve first-contact resolution
- Lower cost-to-serve through automation
- Analyze root causes of customer inquiries
- Drive cross-functional initiatives to eliminate friction
- Build and maintain a quality assurance framework
- Ensure high standards of customer interaction
- Continuously review and improve Customer Care processes
- Leverage data and best practices for process optimization
- Own the Customer Care KPI dashboard
- Report regularly to the COO with actionable recommendations
- Partner with Operations, Product, and Marketing
- Resolve systemic customer pain points
- Represent the voice of the customer in strategic discussions
Work Experience
- 5 - 7 years
Education
- Master's degree
Languages
- German – Native
- English – Native
- French – is a plus
- Italian – is a plus
Tools & Technologies
- AI
- automation tools
- chatbots
- intelligent ticket routing
- NLP
- n8n
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of DeinDeal and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
Like this job?
BetaYour Career Agent finds similar jobs for you every day.
About the Company
DeinDeal
Industry
Retail
Description
DeinDeal is a forward-thinking e-commerce platform in Switzerland, committed to providing the best shopping experience with a diverse range of products.
Not a perfect match?
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