Customer Care Content & Quality Lead (m/f/d)

Job description

JOIN OUR TEAM: As Customer Care Content & Quality Lead , you will take ownership of defining, improving, and maintaining the standards that enable a premium service experience for our customers. Operating on a global scale, this role is highly impactful in shaping how we deliver consistent, high-quality support across all markets. Our mission is to deliver efficient, empathetic, and solution-oriented support that strengthens customer loyalty and reflects our brand values at every touchpoint. In this role, you will drive content strategy, quality assurance, and continuous improvement initiatives, ensuring consistency and excellence across all customer interactions. You will act as a key partner across teams, aligning on best practices, optimising processes, and ensuring that quality benchmarks and KPIs are met and continuously enhanced. This position is permanent and based in Munich . WHAT YOU'LL DO: - Own and continuously evolve global customer care guidelines, content, and quality standards to ensure a consistent, premium service experience across all markets - Leverage AI-driven tools to enhance productivity, streamline workflows, and enable scalable, efficient customer support o...