Director of Customer Service (f/m/x)

Do you want to use your passion and talent to make consumption more sustainable? 

We're Europe's fastest-growing marketplace for refurbished products, empowering customers to acquire items up to 40% cheaper while making a substantial impact on reducing CO2 emissions compared to buying new devices.

Since our launch in February 2017, we grew to more than 300 employees and expanded across the European region. Throughout this journey, we've successfully concluded three substantial funding rounds, selling hundreds of thousands of products. Thanks to our team's efforts, we were recognized as the Top Employer in the DACH region (2023 and 2024) by Kununu and secured the title of an ACM Preferred Employer (2023). 

To lead our Customer Service Department, we are looking for a Director/VP Customer Service (f/m/x) who is passionate about building an outstanding customer experience through a customer-centric mindset, while positively impacting on the environment. You will design and establish a best-in-class Customer Service Strategy, while also acting as a sparring partner to the key Leadership Team for all Customer Service-related topics. Key piece of your role will be to develop and implement a clear internal & external customer service strategy that will help support Refurbed in its growth trajectory. You will partner with the CS leadership team by advising, guiding and supporting them on a variety of strategic customer service topics. Together with you and your talent, we want to make consumption sustainable and build the leading platform for sustainable products & services in Europe. Join us on our mission! #TalentForFuture   

 

Who you are:  

• You ideally have an educational background in business or economics  

• You have significant relevant work experience and at least 7 years of senior leadership experience in the field of Customer Service or Customer Experience  

• You have experience designing and executing a customer service strategy on internal customer service and external BPO partners 

• You want to work with people, have a strong empathy and great communication skills  

• You are hands-on, solution-oriented and focus on customer centricity 

• You are data-driven and have strong analytical skills  

• You are fluent in German and English 
  
  

What you will do: 

• You take over the strategic leadership of the customer service organization and closely collaborate with the customer service leadership team on providing an outstanding customer experience 

• You act as a trusted partner to the Founders and the rest of the Leadership Team on all customer service topics 

• You represent and advocate for the department in company leadership discussions 

• You provide knowledge and guidance while developing your team members  

• You ensure that the customer service department is set-up for growth and are responsible for reviewing and establishing operational KPIs (current and aspirational ones);

• You include and act upon non-operational, customer-experience KPIs (most importantly CSAT) 

• You continuously optimize and improve processes within the current setup and independently investigate new potential projects to work on together with your team  
  

Additional factors we appreciate: 

• You have worked in a fast-paced environment or a scale-up before  

• You have experience working for a marketplace or in ecommerce  

• You have personal experiences in optimizing customer service processes through automatization and AI 

• You are familiar with SaaS solutions and CRM systems (i.e. Zendesk, Looker and Notion) 

• You were driving large service tool changes in the past 

• You worked with OKRs in a previous job 

WHY YOU WILL ENJOY WORKING WITH US 

Our Culture and Values:

• Decisions should be made based on facts and not by hierarchy levels? We sure think so!
• We embrace giving and receiving feedback, testing and welcoming new ideas, as well as sharing our knowledge across the company.
• You fail sometimes? Well, so do we! We’re all just human, let’s not cry about it but learn from our mistakes to improve in the future!
• No matter who you love, where you’re from, who you pray to, whether you pee sitting down or standing up – we are a bunch of talented people who enjoy spending our time making a difference!

 

Personal &