Offer summary

Qualifications:

Minimum of 5 years experience in Customer Care or Customer Experience, preferably in e-commerce or DTC brands., Strong knowledge of Zendesk or similar customer service tools, with experience in workflow automation., Deep understanding of AI tools in customer service, including implementation or integration experience., Excellent communication skills in English, with native-level fluency preferred..

Key responsibilities:

Manage and optimize customer care operations for the North American market.

Ensure service excellence across all customer touchpoints using tools, processes, and data.

Collaborate with global teams to align on priorities and ensure a consistent customer experience.

Monitor KPIs and customer satisfaction metrics to identify trends and implement improvements.

Job description

About the Job

Join us in reshaping the future of golf! With a team of over 85 passionate people, we're dedicated to our mission in revolutionizing the golf industry one swing at a time. Our international Customer Care team, based in Munich, is seeking a motivated Customer Success Manager (all genders welcome!) to become part of our company in a dynamic and innovative environment. Ready to embrace your Vice?

Your Fairway

Manage and continuously optimize customer care operations for our North American market
Ensure service excellence across all customer touchpoints by leveraging tools, processes, and data
Own, develop, and refine workflows and automations in Zendesk, including AI-based assistance and macros
Collaborate closely with global cross-functional teams (Operations, Marketing, Tech) to align on priorities and ensure a consistent customer experience
Monitor KPIs and customer satisfaction metrics; identify trends and turn insights into actionable improvements
Support the implementation of AI tools and participate in further automation of service processes

Your Scorecard

5+ years of experience in Customer Care / Customer Experience, ideally in e-commerce or DTC brands
Solid knowledge of golf or a strong personal affinity for the sport
Deep hands-on knowledge of Zendesk (or alternative tools) and its automation potential; experience with setting up or improving workflows is a must
Experience with AI tools in customer service – ideally including implementation or integration – is a strong advantage.
A passion for customer satisfaction and operational excellence, combined with a pragmatic mindset
Proactive, solution-oriented and well-organized approach to work
Excellent communication skills in English (spoken and written) ; native-level fluency preferred
Experience working remotely across time zones; location ideally in Central or Mountain Time (CST/MST) for optimal collaboration with our European and US-based teams

Our Clubhouse

We embrace diversity and innovation – our motley team comes from all backgrounds and perspectives, united by fresh and bold ideas.
Taking ownership from day one – our ambitious vision relies on every individual stepping up to bring Vice Golf to the next level.
Grow with us – we place great emphasis on your personal development, where you benefit from not only regular performance feedback but also an annual training budget.

Apply for this job

About us

Welcome to Vice Golf, where innovation meets performance in the world of golf. From top-tier golf balls to cutting-edge clubs, apparel, and accessories, we offer a comprehensive lineup of products tailored to golfers of all levels, from enthusiasts to professionals. Established in 2012, Vice Golf has rapidly established itself in markets all around the world, captivating people with our high-quality offerings.

Required profile