Team Lead Customer Service (m/f/d)

Job description

Kapten & Son is one of the most successful D2C fashion and lifestyle brands in Germany. Our products are represented worldwide, we have over 1 million fans on social media and 7 retail stores of our own. With a team of 160 employees, we work on our vision every day: to establish ourselves as a love brand beyond the borders of Germany and to become one of the most successful lifestyle brands in Europe.


On this path, we need ambitious talents who work together with us on the success of our brand and identify with our values.


Crewlove is true love. 🧡

Put people first. Think outside the box. Do it with all your heart. #BeKapten

Do you want to join us and be inspired by the Kapten spirit?

Then apply as Team Lead Customer Service (m/f/d)!


  • You will further professionalise our customer service, develop it in a targeted manner, implement innovative ideas and thus make a significant contribution to the company's success.
  • You are the main contact person for our Marketing, SCM and IT departments, so that nothing stands in the way of a joint and continuous improvement of the customer journey.
  • You manage our Customer Happiness Team independently and motivate the team anew every day, even in stressful phases.
  • You and your team are the contact person for our customers via email, phone, chat and WhatsApp for all questions regarding their orders and our products.
  • You are responsible for the successful handling of complaints and returns in cooperation with our logistics service provider.
    KPI-based reporting as well as the derivation of recommendations for action are part of your more strategic area of responsibility
  • Hardly anyone will know the feedback of our customers better than you and your team! Based on your knowledge, we want to establish a long-term network between CS and Product Development in order to incorporate important customer feedback directly into the development of new products.

Requirements

  • Do you have 3 to 5 years of relevant professional experience in customer service or a comparable position, coupled with initial management responsibility?
  • Have you already successfully completed your bachelor's degree?
  • Is your native language German and do you speak fluent English?
  • Is a smooth and friendly daily routine in customer service important to you personally?
  • Do you keep a cool head even in stressful situations?
  • Do you enjoy communicating with people?

Are you now screaming "Yes!" out loud? Then let us tell you briefly what you can expect from us:

In addition to almost unlimited growth potential and personal responsibility from day 1, we offer, above all, an environment in which you can perform at your best. We offer our employees regular team events, flexible working hours, flat hierarchies, discounts on our products, a training budget and a discounted Urban-Sports membership. In addition, our office with a wonderful view of the Rhine offers a drink flat rate, fresh fruit baskets, a gin bar and discounted lunch in our own restaurant.

→ More information about our daily work can be found on Instagram: @kaptenandson.career !


Friederike is looking forward to receiving your application, including your earliest possible start date and salary expectations.