Head of Customer Service
Pliant Plastics Corporation
Head of Customer Service
Pliant Plastics Corporation
full-time
Posted on:
Origin: • 🇩🇪 Germany
Visit company websiteJob Level
Lead
About the role
- Define and own the global customer service strategy that supports growth, retention, and customer experience goals; translate objectives into annual operating plan with OKRs, budgets, and headcount
- Continuously assess service channels, technologies, and customer needs to identify opportunities for efficiency and sustainability
- Build and evolve a customer service operating model covering multi-channel support (chat, phone, email, in-app) across geographies
- Maintain KPI tracking for CSAT, NPS, first response/resolution times, and escalation rates; drive root-cause analysis and long-term improvements
- Sponsor automation, tooling, and AI/CRM initiatives in partnership with Product, Engineering, and Data teams
- Manage, mentor, and inspire a distributed organization of service leaders and specialists; create a culture of empathy, accountability, and continuous improvement through structured quality programs and career frameworks
- Scale the team in line with customer base growth while maintaining best-in-class service levels
- Serve as the executive point of contact for complex customer issues and escalations, ensuring transparent communication and rapid resolution
- Oversee compliance with regulatory and scheme-related service obligations, ensuring controls and protocols are tested and continuously improved
- Collaborate with Risk, Fraud, Payments, and Compliance leaders to handle sensitive cases with rigor and professionalism
- Act as the voice of the customer in product discovery, policy decisions, and go-to-market planning; partner with Product and Engineering on new features and launches to ensure customer readiness and smooth rollouts
Requirements
- 8–10 years in customer service, customer success, or operations, including 3+ years leading managers and larger teams in fintech, payments, or financial services
- Proven ability to design and implement global service strategies that scale
- Deep passion for customer advocacy and experience embedding a service-first culture at scale
- Expertise in using KPIs, analytics, and feedback loops to influence executive decisions and operational improvements
- Ability to collaborate with Product, Payments, Fraud, Compliance, and Operations leaders
- Strong track record of building and developing distributed, multi-level service teams
- Excellent communication and stakeholder management skills across executive, regulatory, and customer audiences
- Comfortable operating in fast-paced, high-growth, and high-ambiguity environments
- Nice to have: Native level German language skills
- Nice to have: Experience with automation/AI tools in customer service
- Nice to have: Multi-lingual capabilities (especially European languages)
- Nice to have: Background in process-improvement or customer-experience frameworks (e.g., Lean, Six Sigma, COPC)
