Teamleiter:in Customer Service (m/w/d)

About This Opportunity

We are representing a confidential e-commerce organization in Köln that is seeking a Customer Service Team Leader to drive the evolution of their customer experience strategy. This is a leadership role with genuine decision-making authority where you will integrate support and sales functions, optimize complex workflows, and shape how AI and automation enhance customer interactions. You will own everything from customer satisfaction metrics to complaint management, KPIs, and key account relationships.

Responsibilities

• Lead and develop the customer experience team through both disciplinary and professional guidance
• Manage team capacity, workload distribution, and service quality standards
• Build and maintain documentation, standards, and operational processes
• Advance support, complaint, and claims processes through AI implementation and optimization
• Handle escalated customer inquiries directly through the ticketing system when needed
• Own customer satisfaction initiatives and online review management
• Monitor and optimize SLA compliance and key performance indicators including CSAT and NPS
• Systematically integrate support and sales functions to expand commercial activities and revenue potential
• Drive decisions on how AI and automation tools are deployed and evolved within customer service operations

What We're Looking For

• 4–6 years of professional experience in customer support with proven leadership experience
• Strong command of ticketing systems with hands-on experience in tool implementation, administration, or configuration
• Practical exposure to automation technologies and workflows
• Solid understanding of project management and complex process optimization
• Ability to remain composed and professional during difficult customer situations
• Forward-thinking mindset with strong decision-making capabilities
• Assertiveness and the ability to drive initiatives through to completion
• Ideally, experience with sales activities or sales-support integration
• Fluency in German is required for this position

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will conduct an initial screening to understand your background and career goals. If there is a strong match, we will submit your profile to our client for consideration. Please do not attempt to contact the employer directly, as all communication is managed through our talent team to ensure a professional and coordinated process.

Pay

Compensation details will be discussed during the screening process based on your experience and qualifications.

Equal Opportunity: Get A Job.ai is committed to inclusive recruiting practices. We welcome applications from all qualified candidates regardless of background, identity, or circumstance.