Head of Customer Experience & Support

Remobile Group is looking for a Head of Customer Experience & Support to lead customer service operations for our e-commerce brands Remobile and Handyswap.

This is a key role for someone who understands e-commerce customer service, has strong German-language communication skills, and has experience working with Intercom or similar ticketing platforms.

We are not looking to replace customer service with AI agents. Our focus is on real human customer interaction, fast reply times, professional communication, proper ticket resolution, and a customer experience that builds trust.

The person in this role will manage our customer service setup across both websites and lead a team of 4 customer service agents working from our backoffice in Pakistan. You will be responsible for the tone of voice, reply quality, ticket follow-up, escalations, resolution times, and overall customer support performance.

At the moment, we do not have proper German-speaking customer service by phone. Therefore, the right candidate should be able to support German-speaking customers directly when needed and help us build a stronger German customer service structure.

In the next phase, we also want this person to help us build a hybrid customer service team across Europe, with German, Dutch, and French-speaking agents to support our growth in Germany, the Netherlands, Belgium, and other European markets.

Main responsibilities

Manage customer service operations for Remobile and Handyswap.

Lead, train, and follow up with 4 customer service agents based in our Pakistan backoffice.

Manage all customer conversations, tickets, inboxes, tags, escalations, and resolutions inside Intercom.

Monitor and improve first response time, average reply time, ticket resolution time, and unresolved tickets.

Set and maintain the correct tone of voice for customer communication in German and other languages.

Review customer conversations to make sure replies are professional, human, helpful, and accurate.

Make sure tickets are fully resolved, not only answered.

Handle or supervise German-language customer support, including phone support where needed.

Create clear support workflows, saved replies, escalation rules, internal processes, and reporting routines.

Work with internal teams on order issues, returns, refunds, repairs, logistics, product questions, and complaints.

Build a future hybrid customer service team across Europe with German, Dutch, and French-speaking agents.

Report regularly to management on ticket volumes, reply times, open issues, customer complaints, team performance, and improvement areas.

Requirements

2–3 years of experience in German-language customer service.

Experience in e-commerce customer support is required.

Strong experience using Intercom or a similar customer service ticketing platform.

Strong written German is required; spoken German is strongly preferred for phone support.

Experience managing, training, or supervising customer service agents is preferred.

Good understanding of online orders, delivery issues, returns, refunds, complaints, warranty questions, and after-sales support.

Strong communication skills and the ability to handle customers professionally and calmly.

Ability to improve tone of voice, reply quality, and customer satisfaction.

Comfortable working with international teams across different locations.

Dutch or French language skills are a strong plus.

What we are looking for

We are looking for someone who is structured, customer-focused, hands-on, and able to take ownership of the full customer service experience.

The ideal candidate understands that customer support is not just about replying quickly. It is about solving the customer’s problem properly, communicating clearly, protecting the brand reputation, and making the customer feel that a real person is taking care of their issue.

How to apply

If you are interested, please send your CV and a short message answering the following questions:

1. What is your experience with German-language customer service?
2. What is your experience in e-commerce customer support?
3. What is your experience using Intercom or similar ticketing tools?
4. Have you managed customer service agents before?
5. Are you comfortable handling German-speaking customers by phone when needed?

Applications without clear answers may not be reviewed.

Short version for a LinkedIn post:

I am hiring a Head of Customer Experience & Support for Remobile Group, covering our e-commerce brands Remobile and Handyswap.

This person will lead our customer service operation, manage 4 customer service agents in our Pakistan backoffice, oversee tickets in Intercom, control reply times, improve ticket resolution, set the right tone of voice, and make sure customers receive professional human support, not AI-agent replies.

We are looking for someone with 2–3 years of German-language e-commerce customer service experience, strong Intercom experience, and the ability to handle German-speaking customers by phone when needed.

The role will also help us build a future hybrid European customer service team with German, Dutch, and French-speaking agents.

If this matches your experience, please send me your CV and a short message about your German customer service, e-commerce support, Intercom, and team leadership experience.