Customer Service Manager (Ecommerce)

TL;DR

Customer Service Manager (Ecommerce): Managing and optimizing the customer service tool landscape and CRM systems with an accent on data-driven performance improvements and AI integration. Focus on analyzing operational metrics, troubleshooting technical issues, and coordinating cross-functional projects to enhance both Customer and Agent Experience.

Location: Hamburg, Germany

Company

hirify.global is a fast-growing European e-commerce company operating at the intersection of fashion and technology, committed to personalizing the online shopping experience.

What you will do

• Administer and manage the customer service tool landscape, including monitoring and user access management.
• Develop and optimize CRM systems by implementing new features, automations, and AI solutions.
• Analyze operational business performance to identify opportunities for improving Customer and Agent Experience.
• Support strategy development through data insights and actionable recommendations.
• Perform troubleshooting and bug fixing to ensure stable system operations.
• Act as an analytical interface within Customer Service, coordinating projects and collaborating with stakeholders.

Requirements

• Completed degree in business, technology, or a comparable qualification.
• Fluent German and English skills required.
• Basic knowledge of KPI analysis and experience in customer service.
• Strong analytical skills and logical thinking abilities.
• High level of self-motivation and a structured, independent working style.
• Hands-on mentality and solution-oriented mindset.

Nice to have

• Experience with CRM systems such as Zendesk.

Culture & Benefits

• Flat hierarchies and direct communication.
• Emphasis on ownership, trust, and clear responsibility.
• Collaborative environment with team lunches, afterwork drinks, and company events.
• Commitment to inclusion, acceptance, and a fair approach to fashion.