- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Sep 30, 2026
About Mytheresa
Founded in Munich in 1987 and launched online in 2006, Mytheresa is a leading luxury e-commerce platform, distinguished by its curated selection of fashion and lifestyle collections from prestigious international houses. As an employer, it brings together expertise across buying, technology, marketing, logistics and client service, connecting luxury retail heritage with digital innovation. Its teams contribute to an exacting customer experience, shaped by editorial storytelling, exclusive collaborations and personalised service. For professionals drawn to the intersection of fashion and commerce, Mytheresa offers an international environment in which commercial acumen, creative sensitivity and operational precision underpin the delivery of contemporary luxury.
Mytheresa seeks an experienced Team Lead to manage day-to-day operations for its in-house customer care team serving the US market. The successful candidate will lead a team of customer service professionals, setting objectives and performance targets while fostering coaching and training initiatives that support team members' professional development. The role involves coordinating cross-functional efforts across payment, customs, warehouse, and shipping departments to resolve complex customer and product issues, whilst maintaining Mytheresa's commitment to best-in-class customer experience.
Role & Responsibilities
- Manage daily operations of an in-house customer care team dedicated to the US market
- Deliver exceptional customer service and ensure team members consistently meet service standards
- Set performance objectives, targets, and guidelines for direct reports
- Conduct bi-annual performance reviews and provide constructive feedback
- Design, implement, and oversee coaching and training programs for team development
- Support team members in their professional and personal growth
- Drive continuous improvement initiatives to enhance internal processes and customer experience
- Coordinate with cross-functional teams (payment, customs, warehouse, shipping) to troubleshoot customer and product-related issues
- Handle and maintain confidentiality of sensitive customer data
Qualifications
- Excellent verbal and written English proficiency
- Proven experience in team management and leadership
- Deep expertise in customer service operations, preferably in e-commerce
- Strong problem-solving and decision-making capabilities
- Proficiency in Windows PC and MS Office applications
- Experience with ticketing systems
- Understanding of US customer service dynamics and consumer behaviour (preferred)
Skills
Experience
Mid-level to senior-level experience in customer service management, ideally within the e-commerce or luxury retail sector, with demonstrated success leading and developing customer service teams.
Education
Not specified
Workplace
This position is based in Leipzig, Saxony, Germany.
Explore jobs in Saxony or in Germany.
Culture
Mytheresa’s workplace brings together luxury fashion expertise and digital commerce, connecting teams across buying, technology, content and client service around a carefully curated shopping experience. Its international environment places a premium on attention to detail, cross-functional collaboration and an understanding of the expectations of discerning luxury customers.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Mytheresa, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Care Team Manager», «Customer Service Team Lead», «Customer Support Manager», «Client Care Supervisor», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.