Head of Customer Experience & Support

About the role

Remobile Group is seeking a Head of Customer Experience & Support to lead the customer service function for its e‑commerce brands Remobile and Handyswap. This senior position will shape the tone, speed, and quality of all customer interactions, ensuring a human‑focused experience that builds trust across German‑speaking markets and beyond.

Key responsibilities

• Oversee day‑to‑day customer service operations for both brands.
• Lead, train, and supervise a team of four agents based in Pakistan.
• Manage all conversations, tickets, tags, escalations, and resolutions within Intercom.
• Monitor and improve first‑response, average reply, and ticket‑resolution times.
• Define and maintain the brand’s tone of voice in German and other languages.
• Ensure tickets are fully resolved, not merely answered.
• Provide direct German‑language support, including phone assistance when needed.
• Create support workflows, saved replies, escalation rules, and reporting routines.
• Collaborate with internal teams on orders, returns, refunds, repairs, logistics, and product queries.
• Build a future hybrid support team across Europe (German, Dutch, French).
• Report regularly on ticket volumes, response metrics, complaints, and team performance.

Required profile

• 2–3 years of experience in German‑language customer service, preferably in e‑commerce.
• Strong written German; spoken German highly preferred for phone support.
• Proven ability to manage, train, or supervise customer service agents.
• Excellent understanding of online order processes and customer expectations.

Required skills

• Intercom or a comparable customer‑service ticketing platform.

What we offer

• Opportunity to shape a growing e‑commerce customer experience function.
• Leadership role with direct impact on European market expansion.
• Collaborative, multilingual environment.