Junior Customer Service Manager (Ecommerce)

TL;DR

Junior Customer Service Manager (Ecommerce): Coordinating day-to-day operations with external call center partners with an accent on KPI monitoring and quality assurance. Focus on optimizing internal processes, driving BPO performance, and ensuring high customer satisfaction levels.

Location: Hamburg, Germany

Company

hirify.global is one of Europe’s fastest growing e-commerce companies operating at the intersection of fashion and technology.

What you will do

• Coordinate and manage day-to-day operations with external call center partners.
• Monitor key KPIs (CSAT, SLAs, AHT) and derive actionable recommendations based on data reports.
• Collaborate with service providers and quality leads to ensure high customer satisfaction standards.
• Analyze and continuously improve internal and external processes and interfaces.
• Align with internal stakeholders such as Controlling, Tools, and Communications.
• Contribute to the development of the service landscape and manage partner onboarding and offboarding.

Requirements

• Completed commercial training or a university degree.
• Initial practical experience in e-commerce or customer service.
• Experience in quality assurance, training, or coaching.
• Strong analytical skills and proficiency in MS Office (especially Excel).
• Very good German and English skills, both written and spoken.
• Must be located in Hamburg, Germany.

Culture & Benefits

• Flat hierarchies and direct communication with a culture of ownership and trust.
• Collaborative environment with team lunches, afterwork drinks, and company events.
• Inclusive workplace that values different backgrounds and perspectives.
• Pragmatic decision-making with short approval chains.