Director Customer Care (m/f/d)

About Trusted Shops Trusted Shops creates digital trust between people, businesses, and AI Agents. Every day, millions of consumers rely on our solutions to make confident online decisions, while businesses use our products to build trust, strengthen customer relationships, and grow sustainably. With around 700 colleagues across Europe, more than 25,000 online shops, and over 40 million consumers in our Community of Trust, we are helping shape a safer and more transparent digital world. But trust is not only at the heart of our products, it also shapes how we work together. We believe in collaboration, ownership, and the freedom to do your best work through a flexible hybrid work culture. Join us and help create a digital world where trust, transparency, and meaningful connections drive every interaction. To strengthen our Customer Care team, we are looking for a Director Customer Care (m/f/d) (Hybrid in Cologne, 8 days/month on site / Full-time / Permanent) As we continue to scale our service excellence, we are looking for an experienced and hands-on leader to shape the future of Customer Care at Trusted Shops. In this role, you will drive operational performance, customer satisfaction, and service innovation across our consumer-facing services. Working closely with cross-functional stakeholders, you will help create secure, scalable, and customer-centric processes while leveraging automation and AI to deliver outstanding service experiences. Your Responsibilities • Lead, coach, and develop our Customer Care Team Leads, providing both strategic and disciplinary leadership. • Own and continuously improve key customer service KPIs such as AHT, SLA, and CSAT across all Customer Care operations. • Drive service excellence by evolving standards, processes, and workflows with a strong focus on customer centricity and efficiency. • Monitor and optimize operational performance across critical processes, including Buyer Protection, refunds, reviews, and related customer journeys. • Co-create and implement automation and AI initiatives that improve scalability, productivity, and service quality. • Partner closely with Operations, Product, Controlling, Sales, and Finance to deliver sustainable business and customer outcomes. Your Profile • Degree in Business, Communication, or a comparable field, or equivalent professional experience. • 5+ years of leadership experience within Customer Care, Service Operations, or a comparable customer-focused environment, including experience leading leaders. • Proven track record of improving service KPIs, operational processes, and omnichannel customer support organizations. • Hands-on experience with CRM and ticketing systems, ideally Zendesk or Salesforce, as well as AI-supported service automation initiatives • Proactive, solution-oriented leadership style with excellent communication, organizational, and stakeholder management skills, ideally combined with experience with a works council. • Strong analytical approach to performance management, process improvement, and operational excellence. • Business-fluent English and German communication skills What We Offer • Hybrid Work: Combine flexible remote work with regular team days in the office. • Workation Option: Temporarily work from another European location of your choice. • Permanent Position: Join Europe’s leading trust brand in a long-term role. • 28 Vacation Days plus 2.5 additional days off (Christmas Eve, New Year’s Eve, and Carnival). • Buddy Program: An experienced Trustee will support your onboarding from day one. • Personal Development & Learning: Access opportunities tailored to your professional growth goals. • Team & Unit Events: Connect, celebrate, and collaborate with colleagues across the company. • Health