Junior Customer Service Manager (Ecommerce)

TL;DR

Junior Customer Service Manager (Ecommerce): Coordinating and managing day-to-day operations with external call center partners with an accent on KPI monitoring (CSAT, SLAs, AHT) and BPO performance. Focus on optimizing internal and external service processes and managing partner onboarding and offboarding.

Location: Hamburg, Germany (Onsite)

Company

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 such as CSAT, SLAs, and AHT to derive actionable recommendations.
• Collaborate with service providers and quality leads to ensure high quality standards.
• Drive BPO performance through motivation, feedback, and development of action plans.
• Analyze and continuously improve internal and external service interfaces.
• Manage transitions during partner onboarding and offboarding.

Requirements

• Completed commercial training or a university degree.
• Initial professional 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 based in Hamburg, Germany.

Culture & Benefits

• Flat hierarchies and direct communication.
• Culture of ownership, trust, and clear responsibility.
• Collaborative environment with team lunches and company events.
• Inclusive workplace promoting acceptance and diversity.