Team Lead Customer Care - US Market (f/m/d) @MYTHERESA

YOOX Net‑a‑Porter Group
Leipzig
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceSkills: ["Problem-solving","Decision making","Teamwork","Coaching","Communication"]

Lead day-to-day operations for an in-house customer care team, delivering best-in-class service while handling sensitive customer data. Set team objectives, run bi-annual reviews, and ensure coaching and training programs to support each member’s growth. Drive continuous improvement of internal processes and coordinate with cross-functional partners (payments, customs, warehouse, and shipping) to troubleshoot customer/product issues.

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FursaFursa
YOOX Net‑a‑Porter Group
YOOX Net‑a‑Porter Group
17 hours ago

Team Lead Customer Care - US Market (f/m/d) @MYTHERESA

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Lead day-to-day operations for an in-house customer care team, delivering best-in-class service while handling sensitive customer data. Set team objectives, run bi-annual reviews, and ensure coaching and training programs to support each member’s growth. Drive continuous improvement of internal processes and coordinate with cross-functional partners (payments, customs, warehouse, and shipping) to troubleshoot customer/product issues.
Location: Leipzig
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Manage day-to-day operations for an in-house customer care team to deliver best-in-class customer service.
  • •Deal with sensitive customer data while supporting the team’s service delivery.
  • •Set personal objectives, targets, and guidelines for team members, including bi-annual team reviews.
  • •Ensure coaching and training programs are implemented and support each team member’s personal and professional growth.
  • •Coordinate with cross-functional teams (payment, customs, warehouse, shipping) to troubleshoot product/customer related issues and drive continuous improvement of internal processes.

Key Requirements

  • •Manage a customer care team with experience in team management.
  • •Strong passion for customer service, ideally gained in the e-commerce sector.
  • •Proficiency in English; excellent verbal and written communication, with a second language such as German as a plus.
  • •Experience troubleshooting customer/product issues and advocating for customers through problem-solving and decision-making.
  • •Solid working knowledge of Windows PC, MS Office, and experience with ticketing systems preferred.
Experience:E-commerce
Skills:Problem-solvingDecision makingTeamworkCoachingCommunication
Languages:EnglishGerman
Tech Stack:WindowsMS OfficeTicketing systems

Company Brief

YOOX Net‑a‑Porter Group
YOOX Net‑a‑Porter Group (YNAP) operates global online luxury fashion retail platforms, combining marketplaces and direct retail for designer apparel, accessories and lifestyle products, serving customers worldwide with e‑commerce, logistics and digital marketing services.
Industry: E-commerce
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: London, United Kingdom
Founded: 2015
WebsiteLinkedIn