Customer Relations Expert (All Genders) - German market focus

Role: As a Customer Relations Expert, you’ll go beyond frontline support to own the resolution of our most complex and sensitive customer cases. It's a critical position at the intersection of customer experience, quality assurance, and continuous improvement, taking the lead on escalated cases, often working outside of standard guidelines to deliver fair, brand-aligned resolutions in close collaboration with internal teams (Legal, Logistics, Payments, CXM Quality) and external service providers. Focus twofold: delivering meaningful customer outcomes and driving quality across operations, including in-depth case investigations, reviewing past interactions, providing feedback, and identifying process improvements. Responsibilities: - Master of Resolution: Take ownership of complex and escalated contacts, reviewing case histories, conducting investigations with cross team and driving high-quality resolutions beyond guidelines. - Guardian of Quality: Perform qualitative assessments of models, provide constructive feedback to the quality service providers. - Global Communicator: Support multiple markets concurrently, using tools, in your native language and others. - Relationship Builder: Engage directly (outbound, writing) to de-escalate and build strong customer relationships. - Champion of Improvement: Contribute to optimize customer service by identifying improvement areas, suggesting innovation. - Brand Protector: Manage high-risk escalations (social media, press, senior leadership). - Collaborative Problem-Solve through with internal departments and external partners. Qualifications: - Proven Customer Support Expertise in understandable complex and sensitive situations, exceptional for building sound content. - Meticulous approach with high Due diligence and quality standards. - Flexibility & Resilience in immediate environment. - Opportunity & innovative, challenge and improve. - Excellent Interpersonal Skills. - Business proficiency in German & English. What We Offer: - Employee shares program - 40% fashion/fashion beauty, 30% on insider - External discounts -2 well-being and volunteering mobility -3 work days abroad (up to 30 days/year) -27 vacation days base - Family services - Health/well-being (Gym including, Wellhub) - Mental health & coaching - skill development training - training （server and challenges) # through your learning platform and biannual peer review