Mytheresa Team Lead, Customer Care
- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Sep 30, 2026
Mytheresa hiring Team Lead, Customer Care in Leipzig, Germany. Lead US market customer service team; full-time, mid-senior level position.
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.
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.