Head of Customer Service

KOMMWIS

full-time

Posted on:

Location Type: Hybrid

Location: Mainz • Germany

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Job Level

Lead

About the role

  • Establish, strategically develop, and overall manage the Customer Service department
  • Lead, develop, and plan deployment of staff, including personnel responsibilities
  • Ensure consistent, high-quality, and efficient customer service processes (e.g., support, training, events, committee work)
  • Act as the central interface to executive management and other departments; prepare decision-making materials and reporting
  • Manage customer-related projects and coordinate resource allocation within the Customer Service area
  • Handle escalation and decision management and represent the company to customers and clients

Requirements

  • University degree (e.g., Business Administration, Public Administration, Business Informatics) or equivalent qualification with relevant professional experience
  • Several years of experience in customer service, project management, or a comparable organizational or leadership role
  • Strong sense of responsibility and high reliability
  • Strong communication and leadership skills
  • Strong customer and service orientation
  • Structured, solution-oriented, and strategic way of working
  • Assertiveness and confident handling of conflict and escalation situations
  • Team-oriented with the ability to lead and develop employees
  • Willingness to continuously develop personal competencies, especially soft skills, through appropriate further training
Benefits
  • Flexible working hours
  • Up to 3 days/week home office possible (for full-time positions)
  • 30 days vacation, 31 days from 01.01.2027 (full-time); company holidays on 24/12 and 31/12
  • Fair compensation including an annual special payment
  • Structured onboarding; training opportunities with costs covered and time off for training
  • Subsidized job ticket, excellent local and long-distance public transport connections, option for a company bike
  • Attractive company pension scheme
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementcustomer service processesresource allocationdecision-making materialsreporting
Soft Skills
leadershipcommunicationcustomer orientationresponsibilityreliabilitysolution-orientedstrategic thinkingassertivenessconflict managementteam-oriented
Certifications
university degreeBusiness AdministrationPublic AdministrationBusiness Informatics