Customer Service Manager - Product Implementation & Controlling (all genders) (E-Commerce)

Location: Hybrid in Hamburg, Germany

Company

Fast-growing European e-commerce business operating at the intersection of fashion and technology.

What you will do

• Manage implementation, optimization, and innovation projects with external partners and internal stakeholders.
• Design, configure, and maintain the customer service systems landscape, including interfaces and reporting solutions.
• Analyze operational drivers and define measures to improve customer experience and agent experience.
• Ensure reliable operation and availability of applications and systems.
• Document and roll out best practices, guidelines, and operational standards.
• Plan and execute functional testing and quality assurance activities while coordinating vendors and cross-functional teams.

Requirements

• Completed degree with relevant professional experience, or an equivalent combination of knowledge and practical experience.
• Fluent German and English, with strong written and verbal communication skills.
• Solid experience with CRM systems such as Zendesk.
• Understanding of customer service operations and performance metrics.
• Structured, proactive, independent, analytical, and solution-oriented working style.
• Interest in technical systems and data-driven environments, with strong organizational and business skills.

Nice to have

• Previous experience in the e-commerce industry.
• Knowledge of customer service KPIs.

Culture & Benefits

• Hybrid work environment based in Hamburg.
• Flat hierarchies, direct communication, and pragmatic decision-making.
• Ownership, trust, and clear responsibilities.
• Inclusive environment focused on acceptance, diversity, and equal treatment.
• Team lunches, afterwork drinks, company events, and informal opportunities to connect.

Hiring process

• Apply online through the career page.
• The hiring team will respond as soon as possible.