Head of Customer Care

Techem

Head of Customer Care responsible for building a strong service organization. Leading team performance to ensure customer satisfaction in sustainability-focused energy transition.

Posted 7/22/2026full-timeEschborn • 🇩🇪 GermanyLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in service-oriented organizations, focusing on customer value, organizational development, and performance management. Capable of fostering a culture of collaboration and ownership while leveraging technological advancements in customer service.

Highest-signal resume keywords

Leadership ExperienceCustomer Service ManagementStrategic ThinkingTeam DevelopmentChange Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality ManagementPerformance ManagementKPI DevelopmentOrganizational DevelopmentService-Oriented Processes

Soft Skills

CollaborationSolution OrientationInspirationEngagement

Tools & Technologies

AutomationAI in Customer Service

Industry Keywords

Customer CareCustomer FocusComplex Customer IssuesSecond-Level Support

About the role

Key responsibilities & impact

Develop the Customer Care Center into a strong second-level organization for complex, solution-intensive customer issues
Redesign the handover from a strong First Level to the Second Level, consistently from the customers' perspective
Define the strategic direction of the unit
Ensure customer focus, quality, and performance in day-to-day operations
Develop and establish clear management and control frameworks, transparent KPIs, and efficient personnel deployment planning
Continuously evolve the organization
Lead a senior team and foster a culture of ownership, solution-orientation, and collaboration
Close collaboration with internal stakeholders and external service providers

Requirements

What you’ll need

Proven leadership experience in service-oriented organizations, ideally in Customer Service, Customer Care, or comparable customer-facing units
Strong understanding of complex customer issues as well as service-oriented processes and quality management
Strategic thinker with strong execution skills
Clear focus on organizational development, performance, and customer value
Experience in managing teams and developing employees
Open to new approaches, technological developments, automation, and the use of AI in customer service
Ability to inspire and engage people in change

Benefits

Comp & perks

Digital "Welcome Call" for all new employees
Two-day onboarding event
Individual onboarding plans and shadowing opportunities
Rapid assumption of responsibility
Freedom to shape your role and friendly colleagues who provide support and guidance
Work at one of the leading companies for digitalizing the energy transition in buildings
Short decision-making processes
Flat hierarchies
Open, informal corporate culture (first-name basis)
Regular digital communication formats from executive management
30 days of vacation
Special leave and bonus payments
Company laptop
Commuting allowance
Capital-building (savings) contributions
Subsidy for occupational pension plan
Freedom to develop your creativity and skills
Diverse opportunities to develop both technically and as a leader
Systematic development program "STEP" or a varied seminar program through our "Techem Academy"
Flexible working hours
Remote working
Support for work-life balance (e.g., childcare, caregiving, mental health support via "heycare")
Confidential social counseling via "PER|SPECTIVE"
Free online tutoring via "ubiMaster"
Modern work environment with free water, Fairtrade coffee and tea at all locations
Good transport connections
Subsidized canteen at the Eschborn headquarters
Varied event formats
Company bicycle leasing (Techem Leasing-Rad)
Active health management "Techem Vital" (e.g., courses, discounted fitness offers, free employee counseling)
Discounts through participation in the "Corporate Benefits" program
Digital and dynamic environment
Forward-looking projects
New technologies and working methods, and room for ideas to advance the energy transition
Strong networking and collegial collaboration for shared success and synergy