Head of Customer Experience; Remote/Bilingual
Remote / Online - Candidates ideally in
Robert-Schuman-Straße 5, Dortmund, 44263, Germany
Listed on 2026-10-17
Robert-Schuman-Straße 5, Dortmund, 44263, Germany
Listing for:
10ML
Full Time, Remote/Work from Home
position
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Listed on 2026-10-17
Job specializations:
-
Customer Service/HelpDesk
Bilingual, Client Relationship Management, Customer Success Management
Job Description & How to Apply Below
What you will do
- Build and lead a multilingual customer care team covering German, French, Italian, Spanish, Polish, Dutch and more
- Own response times, resolution quality, customer satisfaction and the help centre
- Choose and run the support stack (help desk, macros, automation, quality reviews)
- Feed customer insight back to product, operations, marketing and engineering every week
- Work with fulfilment and carriers to prevent issues before customers notice them
- Protect the 10ML reputation on review platforms and social channels
- 6+ years in customer service or CX in e-commerce, with at least 3 years leading multilingual teams
- Experience with help desks such as Zendesk, Gorgias, Intercom or Front
- A data-driven approach: CSAT, first-response and resolution times, contact-rate reduction
- Fluent English and at least one more EU language
- Bonus: beauty, fragrance or luxury retail experience
10ML is a European perfume retailer headquartered in Dortmund, Germany. Founded in 2025, 10ML sells original designer and niche perfumes as 3ml, 10ml and 30ml perfume decants and samples. 10ML buys from authorized EU distributors and directly from the brands, and decants every perfume itself. 10ML says it has more than 100,000 customers.
Total annual revenue across all sales channels in 2026 is close to €21 million. 10ML's ARR is more than €10 million.
How to apply
Apply with your CV and anything that shows your work (portfolio, links, results) through the application box below. English is the working language;
German is a plus unless the role says otherwise.
Salary
EUR 90,000 to 125,000 gross per year, plus an annual performance bonus.
Position Requirements
5+ Years
work experience Additional Information / Benefits
- A salary at the top of the market, plus an annual performance bonus
- Remote work anywhere in the EU (unless the role is on-site), or the Dortmund office if you prefer
- 30 days of paid holiday
- €2,000 personal learning budget per year, plus conferences
- A monthly perfume allowance to explore the 10ML catalogue of perfume decants
- Top-spec laptop and the tools you ask for
- Company pension contribution and, in Dortmund, a fully paid Deutschlandticket
- Short decision paths, real ownership and budgets that match the ambition
Contact Information
Contact Name: 10ML Team
Preferred method of contact: Email with CV via Application Box below.
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