Team Lead Customer Care - US Market (f/m/d) @MYTHERESA

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

WHAT WE OFFER

• Vacation & Rest: Up to 32 days of holiday (depending on tenure, starting with 28 days).
• Catering & Perks: Exclusive canteen and rooftop terrace, discounted meals, as well as complimentary hot drinks and fresh fruit every day.
• Mobility & Discounts: Free local public transport, employee discount, "Refer a Friend" referral bonuses, and Employee Share Purchase Plan.
• Fitness & Growth: Discounted memberships for sports platforms & gyms, language and e-learning courses, and a company pension scheme.
• Perks & Well-being: Individual support for mental health & well-being as well as Social Days.

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