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.
