Customer Service Manager (CRM)

TL;DR

Customer Service Manager (CRM/Ops): Managing and optimizing the customer service tool landscape and CRM systems with an accent on automation and AI solutions. Focus on improving CX and AX through data analysis, technical troubleshooting, and project coordination.

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

• Administer and manage the customer service tool landscape, including user access management.
• Optimize CRM systems by implementing new features, automations, and AI solutions to increase efficiency.
• Analyze operational business performance to improve Customer Experience (CX) and Agent Experience (AX).
• Support strategy development by providing data-driven insights and recommendations.
• Perform technical troubleshooting and bug fixing to ensure stable operations.
• Act as an analytical interface, coordinating tool optimization projects with stakeholders.

Requirements

• Completed degree in business, technology, or a comparable qualification.
• Fluent German and English skills.
• Must be based in Hamburg, Germany.
• Basic knowledge of KPI analysis and experience in customer service.
• Strong analytical skills, logical thinking, and a structured way of working.
• Proactive attitude with a hands-on, solution-oriented mindset.

Nice to have

• Experience with CRM systems such as Zendesk.

Culture & Benefits

• Environment with flat hierarchies, direct communication, and pragmatic decision-making.
• Culture based on ownership, trust, and clear responsibility without long approval chains.
• Social activities including team lunches, afterwork drinks, and company events.
• Strong commitment to acceptance, inclusion, and diversity in the workplace.