Team and Responsibilities
Customer Experience is a key driver of brand trust, loyalty, and sustainable growth.
As B2C Lead – Quality & Partner Management, you are responsible for the operational performance and service quality of our B2C Customer Service — across internal teams and external partners.
You lead people, manage partners, and ensure that our service organization operates reliably, efficiently, and at consistently high quality standards. In doing so, you build a scalable foundation for international growth — always putting the customer at the center of every decision.
YOUR RESPONSIBILITIES
* You take full ownership of operational performance and service quality within B2C Customer Service — both internally and externally.
* You lead, coach, and develop the internal B2C Customer Service team, fostering a culture of ownership and continuous improvement.
* You manage and challenge external service partners, ensure clear responsibilities, and establish professional escalation management.
* You define clear service standards, implement structured quality frameworks, and ensure consistent service excellence through monitoring and coaching.
* You own key operational KPIs such as CSAT, FCR, and response times, deriving measurable improvements from data insights.
* You translate customer feedback and operational performance data into actionable optimizations for teams, partners, and processes.
* You collaborate closely with Process Management to convert performance insights into sustainable process improvements.
Your profile
* You bring several years of hands-on experience in Customer Service or Customer Operations, ideally within an e-commerce or service-oriented environment.
* You have disciplinary leadership experience and develop teams with a strong focus on coaching, performance management, and growth.
* You have solid experience in partner or vendor management and manage external service providers in a structured and effective way.
* You have a strong understanding of service KPIs, quality management, and operational performance optimization.
* You work in a structured, hands-on manner and take ownership of results, quality, and customer experience.
* You communicate confidently, align diverse stakeholders, and handle escalations professionally.
* You are willing to travel occasionally for partner visits and on-site collaboration.
This awaits you with us
We've created plenty of space for recovery and recharging.
This includes 6 weeks of vacation, a home office policy, and flexible working hours.
Conscious phases of activation are an integral part of our office culture, where we truly live the idea of healthy working.
We love our location – it offers a wonderful view of the lake and all the benefits that come with it.
Our role-based structure fosters transparency, clear responsibilities, and self-directed action.
Both internal and external knowledge sharing are actively encouraged, enabling us to grow and develop together continuously. And yes – we have a lot of fun along the way
As an employer, we cover 70% of pension fund contributions, and our team members enjoy product discounts both internally and with selected external partners.
We don't need a traditional motivation letter. Instead, please tell us:
What operational challenge in Customer Service have you successfully solved — and how could you clearly measure the sustainable impact of your solution?
Your contact person
Do you have any questions?
I'm your point of contact from the People & Culture team. I'm happy that you're interested in our company and would be glad to answer any questions you may have about working at BLACKROLL.
Ulrike Weber
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(Availability: Mon/Wed 09–14 · Tue/Thu 09–17)