Director Customer Care (f/m/d)

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 

Requirements

Your profile 

• Degree in Business, Communication or equivalent professional experience 

• 5+ years of leadership experience in service/customer care 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 

• 28 vacation days plus 2.5 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 

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.