Customer Service Manager - Process & Tooling Projects (all genders)

Location: Hamburg, Germany

Company

hirify.global is a fast-growing European e-commerce company operating at the intersection of fashion and technology.

What you will do

• Lead the implementation, rollout, and continuous optimization of customer service technologies, strategic initiatives, and operational tools.
• Plan, structure, and execute projects that improve customer service systems, processes, and operational efficiency.
• Translate strategic initiatives into scalable operational solutions and define actionable project scopes and technical requirements.
• Coordinate communication between Controlling, BPOs, Team Leads, IT, Product, and development teams.
• Coordinate testing, documentation, feature rollouts, and change preparation for internal teams and external partners.
• Evaluate software solutions, external service providers, and digital tools for the customer service landscape.

Requirements

• Professional experience in project management, product coordination, or an analytical and structural role within Customer Service or E-Commerce.
• Understanding of modern customer service systems, including CRM ticketing, routing, and automation tools.
• Experience structuring workflows, defining milestones, and coordinating multidisciplinary teams, priorities, and timelines.
• Strong problem-solving, stakeholder management, communication, and independent working skills.
• Fluent written and spoken English and German are required.
• Degree in Business, Technology, or a comparable background combined with relevant practical experience.

Culture & Benefits

• Flat hierarchies, direct communication, pragmatic decisions, and clear ownership.
• Inclusive environment focused on acceptance, inclusion, and diverse perspectives.
• Team lunches, afterwork events, company events, and informal opportunities to connect.
• Additional benefits are available through the company benefits program.

Hiring process

• Apply online through the career page.
• The recruiting team will follow up after reviewing the application.