Teamlead Customer Experience (f/m/d)

Strategic Responsibility

• Development of a long-term CX vision with a focus on automation, brand loyalty, and technological excellence.
• Managing the unit based on modern KPIs (e.g., AI-Resolution Rate, NPS, CES).
• Strengthening the role of CX as a strategic business partner within the company.
• Migration Project Management: Planning and implementing the integration of Freshdesk into the new Shopify environment and selecting relevant Shopify apps for process optimization.

Digitalization & Automation

• Expansion of AI-supported chatbots (e.g., Digital Genius or LLM integrations), Help Centers, automated workflows, and dynamic FAQs.
• Identification of automation potential (e.g., automated refunds via Shopify/Odoo API).
• Continuous process improvement to increase operational efficiency.

Leadership & Team Development

• Disciplinary leadership and transformation of the team towards new role profiles (e.g., CX Designer, Automation Manager).
• Focus on education and iteration of an ideal team setup that makes the CX vision a reality.
• Fostering a learning culture with a focus on technical competence and a digital mindset.

Interfaces & Project Responsibility

• Close cooperation with Returns, Dispatch, Content, Product, and Logistics.
• Responsibility for cross-departmental projects focusing on customer processes and tools.
• Participation in roadmap, and strategy meetings to actively shape corporate development.

Requirements

• 3 - 5 years of relevant experience, ideally in e-commerce operations, customer support, or process-driven environments.
• Initial leadership experience and the ability to guide teams through change and growth phases.
• Strong hands-on experience with Shopify (migration experience is a plus) and very good knowledge of Freshdesk or a comparable support tool.
• Experience with ERP systems, ideally Odoo, and a solid understanding of API-based integrations and automations.
• Proven experience in process optimization and scaling support or operations functions.
• Analytical mindset with strong Excel/data skills for KPI analysis and forecasting.
• Strong operational focus with the ability to structure, improve, and document processes.
• Excellent German and very good English; French is a plus.