Customer Care Content & Quality Lead (m/f/d)

JOIN OUR TEAM As Customer Care Content & Quality Lead , you will take ownership of defining, improving, and maintaining the standards that enable a premium service experience for our customers. Operating on a global scale, this role is highly impactful in shaping how we deliver consistent, high-quality support across all markets. Our mission is to deliver efficient, empathetic, and solution-oriented support that strengthens customer loyalty and reflects our brand values at every touchpoint. In this role, you will drive content strategy, quality assurance, and continuous improvement initiatives, ensuring consistency and excellence across all customer interactions. You will act as a key partner across teams, aligning on best practices, optimising processes, and ensuring that quality benchmarks and KPIs are met and continuously enhanced. This position is permanent and based in Munich . WHAT YOU'LL DO Own and continuously evolve global customer care guidelines, content, and quality standards to ensure a consistent, premium service experience across all markets Leverage AI-driven tools to enhance productivity, streamline workflows, and enable scalable, efficient customer support operations Transform quality assurance by shifting from sample-based checks to AI-supported, end-to-end quality monitoring and insight generation Analyse performance data and AI-driven insights to identify gaps and translate them into impactful, data-backed improvement initiatives Collaborate with Customer Care functions (Operations, Voice of the Customer, Tools) as well as Operations, Finance, and Product teams to ensure alignment and drive joint initiatives Establish and scale continuous improvement frameworks, ensuring that identified opportunities are systematically implemented and embedded into daily operations YOU COME WITH Proven experience in leading and developing teams while driving quality improvements, operational excellence, and achieving KPIs in a scalable support environment Hands-on experience with AI-driven tools and data analytics to enhance productivity and derive actionable insights Excellent communication and stakeholder management skills, with the ability to translate insights into clear guidelines and initiatives Strong analytical and problem-solving mindset, paired with a high level of ownership and attention to detail Highly organised mindset with the ability to prioritise effectively in a fast-paced, global environment Fluency in German and English, both written and spoken WHY WESTWING If you are looking for a place where ambition meets creativity, where ideas turn into impact fast, and where people are trusted to grow - you have found it. At Westwing, we’re building the Superbrand in Design with a team that’s shaping the future of beautiful home & living. Here is what you can look forward to: A high-performance culture built on trust, feedback and collaboration An inspiring, international environment that empowers you to think big, take ownership, and grow beyond your comfort zone A flexible hybrid setup with 3 office days per week - because strong connections and quick collaboration make great ideas happen Work-from-anywhere opportunities for up to 4 weeks per year - as fresh perspectives spark bold ideas 30 days of paid holiday to rest, recharge, and come back ready to create A beautiful, centrally located, dog-friendly office with inspiring spaces, a sunny terrace, and good food - designed for moments that energise and connect Exclusive discounts - 40% off Westwing Collection, 20% off third-party brands (each on non-reduced items), 10% Family & Friends discount, plus special-occasion vouchers Wellbeing support through mental health resources, sports memberships, and preventive care Sustainable mobility options with discounted public transport and JobRad - moving with purpose and care for the planet Support for working parents, including our on-site Westwing Wichtel daycare and a partnership with multilingual provider Elly & Stoffl One annual Social Impact Day to give back to a cause you care about - because being human is our true superpower Team rituals that celebrate results and togetherness - from Movie Nights and Oktoberfest to Summer & Winter Parties ABOUT US Westwing, Europe’s #1 in Beautiful Living e-commerce, is present in 20+ European countries and achieved a GMV (Gross Merchandise Volume) of EUR 507 million in 2025. As Europe’s premium one-stop destination for Design Lovers, it offers a unique brand experience with a carefully curated assortment of the Westwing Collection and 3rd party design brands. The integrated platform combines Shop, Daily Specials, Stores, the B2B Service (Westwing Business) and the Westwing Design Service. Westwing’s team works together on its shared purpose to “Excite people to create homes that unlock the full beauty of life”. Founded in 2011, Westwing is headquartered in Munich and went public on the Frankfurt Stock Exchange in October 2018. Our team is a diverse group of professionals aiming for high performance, working together at a fast pace in an inspiring, international and informal environment that enables you to grow your career while working with a brand and products our customers love. We’re made up of passionate people who are creative enough to disrupt the status quo, brave enough to fail and smart enough to win. So come, be part of the “wow, you work at Westwing?” crowd. Diversity is deeply rooted in our culture. Our mission doesn’t stop to inspire only your design choices, it continues to embrace an inclusive lifestyle filled with respect to everyone’s uniqueness, cultural differences and equal opportunity. Department Customer Care