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

Kurz zusammengefasst

The Team Lead Customer Care, US Market role at MYTHERESA will oversee the daily operations of an in‑house customer service team that supports the company's e‑commerce platform. MYTHERESA is a fashion‑focused online retailer that serves a global audience, and this position is dedicated to delivering top‑tier service to its US customers while handling sensitive data responsibly. On a typical day the lead will set personal objectives, targets and guidelines for each team member, conduct bi‑annual performance reviews and ensure coaching and training programmes are rolled out. The role also involves coordinating with cross‑functional groups such as payment, customs, warehouse and shipping to resolve product‑related issues, and continuously improving internal processes to guarantee an excellent customer experience at every touchpoint. The ideal candidate must have outstanding spoken and written English, with a second language, preferably German, considered a plus. They need deep experience and enthusiasm for customer service, ideally gained within the e‑commerce sector, and a solid understanding of US consumer behaviour. Proven team‑management experience, strong teamwork orientation, and the ability to solve problems, make decisions and advocate for customers are essential. A solid grasp of Windows PCs, Microsoft Office and familiarity with ticketing systems is preferred. The candidate should be proactive, highly organized and capable of performing under time pressure, while maintaining a flexible and positive attitude toward change. MYTHERESA offers a range of benefits, including up to 32 days of vacation, an exclusive canteen with rooftop terrace, discounted meals, free local public transport, referral bonuses and an employee share purchase plan. Additional perks cover discounted gym memberships, language and e‑learning courses, a pension scheme, mental‑health support and social days. The company promotes diversity and equal opportunity, welcoming applicants from all backgrounds and providing reasonable adjustments for the application process. The position is on‑site and suited to mid‑senior level professionals. What the role asks for: - Excellent verbal and written English - Proficient in a second language, preferably German - Significant experience in e‑commerce customer service - Proven team‑management background - Strong problem‑solving and decision‑making abilities - Working knowledge of Windows PC and MS Office - Familiarity with ticketing systems (nice‑to‑have) - Pro‑active, organized and able to work under pressure