Director Customer Care (f/m/d)

Trusted Shops SE (DE) • Cologne

Cologne
from today / asap

Your duties

Trusted Shops builds digital trust between people and businesses – with one clear goal: to become the #1 Community of Trust. 
With around 800 employees, we support over 25,000 online shops and 40 million consumer memberships as a profitable SaaS company. Our unique combination of Trustmark, verified customer reviews, and Buyer Protection helps millions of consumers shop online with confidence every day. 

As we scale our service excellence, we’re looking for a hands-on leader to join us as 

Director Customer Care (f/m/d) 
(Hybrid in Cologne, 8 days/month on site – Full-time – Permanent contract) 

 

Your responsibilities 

  • Lead and develop three Customer Care Team Leads (disciplinary & strategic leadership) 

  • Own our key customer service KPIs (AHT, SLA, CSAT) and ensure excellent service quality – from Buyer Protection to Reviews 

  • Continuously evolve our service standards with a focus on customer centricity and efficiency 

  • Monitor and optimize all relevant KPIs – from refunds to review processes 

  • Co-create automation and AI strategies to scale our service quality 

  • Establish secure, scalable processes to prevent consumer fraud within Operations 

  • Collaborate closely with Operations, Product, Controlling, Sales & Finance 

 

 

Your profile

Your profile 

  • Degree in Business, Communication or equivalent professional experience 

  • 5+ years of leadership experience in service/customer care – ideally in e-commerce or similar fast-paced B2B/B2C environments (experience leading leaders) 

  • Proven success in optimizing service KPIs and processes, especially in omnichannel setups 

  • Confident with service tech and automation tools – CRM/ticketing experience required (ideally Zendesk or Salesforce) 

  • A proactive, solutions-driven leadership style with strong communication and organizational skills – and a structured, hands-on mentality with an AI-first mindset 

  • Excellent English skills – German is a plus 

 

What we offer 

  • Hybrid Work: Combine flexible remote work with regular team days at the office 

  • Workation Option: Temporarily work from another European location of your choice 

  • Permanent position at Europe’s leading trust brand 

  • 27 vacation days plus 3.5 extra days off (Christmas Eve, New Year’s Eve & Carnival) 

  • Buddy program – an experienced “Trustee” will guide you from day one 

  • Personal development & learning opportunities tailored to your goals 

  • Team & unit events to connect, celebrate, and collaborate 

  • Health Pass – free online and offline classes for fitness, sports, and mental well-being 

  • Let me know if you'd like to integrate these into a full job ad or need this adapted for another format (e.g. 

 

 

BUILD A COMMUNITY OF TRUST WITH US – #cometotrust 

Not sure if you're a 100% match? Apply anyway! 
At Trusted Shops, we care about you as a person – regardless of gender, nationality, ethnic and social background, religion, disability, age, sexual orientation, or identity. Diversity drives trust – and trust drives us. 

Contacts
Colette Rollin

Colette Rollin

 

+49 171 1955843

Your benefits in operations

New work

Work from wherever you feel most comfortable. Whether in one of our 5 offices or temporary from another location in Europe.

Health Pass

Stay fit – physically and psychologically. Our company health management offers you a wide range of courses, presentations and workshops.

International flair

With a team from more than 40 different nations, it never gets boring. We celebrate our diversity and the countless new perspectives it gives us.

Individual development opportunities

Unleash your talent and improve your individual skills that support you in your work.

Buddy programme

Your buddy will help you settle in when you first start out with us. Later, you can also share your experience with new colleagues.

Team events

Whether in summer, winter or whenever it suits your team – we enjoy spending time together.

Our values

Transparency

Open and clear communication gets us to our goals quickly. Address your topics openly – we will find a solution for everything together.

Respect

Every single one of our colleagues is a valuable part of our community. Respectful interaction and openness are prerequisites for our work.

Trust

We know you’re doing a great job – otherwise you wouldn't be here. We trust you, your skills, ideas and intentions.

What we work with

Tech Stack Operations
Tech Stack Operations

HubSpot: We use HubSpot as the main marketing touchpoint and CRM solution with a focus on (but not exclusively) new business: hosting of website, blog and landing pages as well as newsletters and marketing automation campaigns. As a result, it is synchronised with our CRM system Salesforce and other connected tools to deliver data, mainly on inbound leads. 

Outreach: In order to make our outbound sales process as automated and therefore as efficient as possible, we have integrated Outreach as a state-of-the-art sales engagement CTI solution that is very closely interlinked with our core CRM system. 

Salesforce: Salesforce, as a highly scalable and customisable SaaS solution, is used as our central CRM application. It is tightly integrated with some third-party solutions as well as numerous internal applications. 

Zuora: We use Zuora, one of the industry’s leading subscription management platforms, to have a single point of truth for all contract, billing and payment-related processes. 

Have we awakened your interest?

Apply now
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