Job Details
**WORK LOCATION: Berlin & Home Office as hybrid modelREPORTING TO: COO - Florian Gerlach**
**FULL-TIME**
***WHAT YOU WILL DO***
As our Director of Customer Care you are responsible for a team of **40+** team members and quickly get up to speed with the challenges and opportunities facing our business. You are empowered to **build the system and team** that manages our customer relationships. You will develop and own all customer support metrics and be tasked with building a global, customer centric team. Success for our customers means allowing them to focus on running their own business and relying on expondo to be their trusted partner.
You **already managed large, distributed Customer Care teams** and have driven large scale customer support improvements and projects at companies that have materially impacted KPIs. You are experienced in hiring and motivating team members remotely and are a pro at spotting talent and delegating appropriately.
Most importantly, you are **passionate about creating a perfect customer experience** and are able to advocate for customers in a way that creates the biggest impact on how we do things.
* Architect and craft the vision for expondos customer care team, including systems selection, process creation, and team structure
* Cross-funtional collaboration to define success metrics for the team and ensuring our team delivers in alignment with the companys strategic goals and initiatives
* Own our global roadmap, ensuring the team sets and exceeds strategic, achievable goals each quarter, year, and beyond
* Manage the impact on customer satisfaction and retention, and work with the team to test and evaluate strategies for improving customer experience
* Bring data driven insights to the executive team that advocate for improvements or changes to our marketing, sales, and operations that will allow us to deliver excellence
* Ensure our team is growing in line with our customer base and hiring, tooling and process needs are aligned with the skills and knowledge required to support
***WHAT YOU BRING IN***
* Significant experience managing large, remote teams providing support and guidance to customers
* A proven track record of hiring, leading, mentoring and training support professionals
* Experience defining requirements and selecting customer support ticketing systems (experience with Zendesk is a plus)
* Experience in the design of appropriate support SLAs and success in establishing appropriate processes for the team to consistently achieve and exceed against those SLAs
* Demonstrated experience in developing frameworks, processes, and architectures for customer support software that leads to incredible customer outcomes and internal efficiency
* Experience leading in an uncomfortably high growth, constantly changing environment
* A love of data. Deep down you always look for data and metrics to lead your thinking and decision making to impact both your team and the companys success
* Excellent written and verbal communication skills, able to work cross functionally and deliver clear and concise presentations, and above all are open, honest, and transparent in your communications
***WHAT WE PROVIDE***
*The* ***DEVELOPMENT*** *of each exponDOer is of the upmost importance to us:*
* You will be assigned to a buddy, who will support, advise and simply be there during there for you during the first 4 to 6 weeks of the onboarding.
* Your opinion makes a difference, and you will help us to shape with us expondos future.
* We provide free user accounts for both Udemy for Business and Babble to promote your constant development.
*We offer all our employees the* ***FREEDOM*** *to work how it is best suited to their needs:*
* Whether it will be remote, from the office or a hybrid of both, we will support any decision made and provide the needed hardware to work in comfort.
* If you decide to work at one our locations, all the recommended protective measures are in place for a safe working environment.
* We provide flexible working hours, work-free weekends, and there are no nightshifts.
*In our* ***CULTURE*** *we respect our employees needs and care for each other:*
* We care about everyones physical and mental health, and that is why we provide the best possible conditions for a sustainable work-life balance.
* You will be a part of a diverse team in which good humour, mutual support and respect are highly valued.
The expondo group is an international e-commerce company with more than 400 employees. We are a renowned manufacturer and online retailer of niche products created by experts for experts, operating in Europe and having locations in Germany, Poland, Hong Kong and China. Our focus is to provide our customers with an appropriate and scalable service.
To be a part of the extended expondo family is to be a part of an ambitious and dynamic global company. What lies ahead in terms of future is in the hands of our employees. It is their ideas, vision, skills, and talents which allow for us to succeed in this fast paced, globalizing world. It is the **trust, partnership, and commitment** that we have for each other which is the key to achieving further success, as we move forward together by owning our actions.
Its time to **get it done** with expondo and the time is now.
*Personal and functional designations are valid for all genders (male/female/diverse)*
**Your contact person:**
Anik Biswas | Talent Acquisition Manager
Kpenicker Strae 54 | 10179 Berlin