Teamlead Customer Experience (f/m/d)

Do we have your attention? As the Teamlead of CX, you are responsible for the strategic, technological, and operational transformation of our support landscape. You ensure that we deliver excellent customer experiences across all touchpoints, in a scalable, efficient, and future-oriented manner. Your focus is on proactive process improvement, the seamless technological integration of all interfaces (Freshdesk, Magento/Shopify, Digital Genius, etc.), and the reduction of inquiries through smart AI automation and excellent content. The role has the following central creed: "Support is not the last resort - but the engine for digital efficiency and brand loyalty." Teamlead Customer Experience (f/m/d) Your areas of responsibility Strategic Responsibility • Development of a long-term CX vision with a focus on automation, brand loyalty, and technological excellence. • Managing the unit based on modern KPIs (e.g., AI-Resolution Rate, NPS, CES). • Strengthening the role of CX as a strategic business partner within the company. • Migration Project Management: Planning and implementing the integration of Freshdesk into the new Shopify environment and selecting relevant Shopify apps for process optimization. Digitalization & Automation • Expansion of AI-supported chatbots (e.g., Digital Genius or LLM integrations), Help Centers, automated workflows, and dynamic FAQs. • Identification of automation potential (e.g., automated refunds via Shopify/Odoo API). • Continuous process improvement to increase operational efficiency. Leadership & Team Development • Disciplinary leadership and transformation of the team towards new role profiles (e.g., CX Designer, Automation Manager). • Focus on education and iteration of an ideal team setup that makes the CX vision a reality • Fostering a learning culture with a focus on technical competence and a digital mindset. Interfaces & Project Responsibility • Close cooperation with Returns, Dispatch, Content, Product, and Logistics. • Responsibility for cross-departmental projects focusing on customer processes and tools. • Participation in roadmap, and strategy meetings to actively shape corporate development. Your profile • 3-5 years of relevant experience, ideally in e-commerce operations, customer support, or process-driven environments • Initial leadership experience and the ability to guide teams through change and growth phases • Strong hands-on experience with Shopify (migration experience is a plus) and very good knowledge of Freshdesk or a comparable support tool • Experience with ERP systems, ideally Odoo, and a solid understanding of API-based integrations and automations • Proven experience in process optimization and scaling support or operations functions • Analytical mindset with strong Excel/data skills for KPI analysis and forecasting • Strong operational focus with the ability to structure, improve, and document processes • Excellent German and very good English; French is a plus Salary The annual salary for this position starts at EUR56.000, depending on your professional experience and qualifications. Hard Facts • Start: asap • Hours per week: 38,5h / full time • Workplace: HQ in Vienna Do you want to take on responsibility and grow together with our company? Then send us your CV and show us why you are the right person for this job. About us HOLZKERN was founded in 2016 with the purpose of creating unique pieces of nature - just as unique as our customers. Seven years later, we are one of the most successful D2C brands in DACH selling a huge variety of watches, jewelry & accessories. We're proud to say that over customers worldwide were already able to find their perfect piece of nature. Join our team of over 170 people and help us to bring natural uniqueness to the whole world! As a dynamic team, we value open corporate communication, teamwork, development opportunities and flexible working hours. But most of all, you can expect to work in a friendly working environment with warm-hearted colleagues who will always support you. About this job Employment type: Full Time (Permanent employment) Salary: from 56,000 EUR yearly Seniority level: Professional Experience, Project or Team Lead, Senior Position Work model: Hybrid Place of work: Wien 21. Bezirk (Floridsdorf) Field of work: Executives, Management, Sales, Customer Service Unfilled vacancies: 1 vacancy unfilled for this position About the company Employer: Holzkern - Time for Nature GmbH Number of employees: employees Locations: Wien, Innsbruck, Graz, Salzburg Details about this job Full Time (Permanent employment) • Monday to Friday • 38,5 hours • 40% Homeoffice Place of work • Wien 21. Bezirk (Floridsdorf) Must-have skills • Customer Experience Management • Team Leadership • Data Analysis • Customer Relationship Management Required languages • English C1 • German C1 Nice-to-have languages • French B1 Benefits • Accessibility • Bike leasing • Cafeteria Schrankerl, Holzkern pays 20% of each meal • Company doctor • Company laptop MacBook • Dogs allowed • Drinks Free coffee, tea and all kinds of versions of and alternatives for milk • Employee discounts • Flexible working hours • Home office • Snacks • Team events • Parking space • Mentoring program • Good transportation connections • Fruit All infos regarding your application Application process • Step 1: CV Review • Step 2: Case Study • Step 3: Interview and Case Discussion • Step 4: 2nd Interview (if needed) Required application documents: • Résumé • Cover letter