Junior Customer Service Manager (E-commerce)

TL;DR

Junior Customer Service Manager (E-commerce): Managing day-to-day operations with external BPO partners and monitoring key performance indicators with an accent on quality assurance and process optimization. Focus on driving service provider performance, analyzing data to improve customer satisfaction, and collaborating with internal stakeholders to ensure seamless service delivery.

Location: Hamburg, Germany

Company

hirify.global is one of Europe’s fastest-growing e-commerce companies, operating at the intersection of fashion and technology with a focus on personal and seamless online shopping experiences.

What you will do

• Coordinate daily operations with external call center partners and monitor key KPIs like CSAT, SLAs, and AHT.
• Collaborate with service providers to ensure high quality standards and customer satisfaction.
• Drive BPO performance through feedback, motivation, and the development of actionable improvement plans.
• Analyze and continuously improve internal and external service processes and interfaces.
• Align closely with internal stakeholders including Controlling, Tools, and Communications teams.
• Manage transitions during partner onboarding and offboarding processes.

Requirements

• Successfully completed commercial training or a degree.
• Initial professional experience in e-commerce or customer service.
• Experience in quality assurance, training, or coaching.
• Very good German and English skills, both written and spoken.
• Strong analytical skills and a structured, accurate way of working.
• Proficiency in MS Office, particularly Excel.

Culture & Benefits

• Flat hierarchies and direct communication style.
• Emphasis on ownership, trust, and clear responsibility.
• Dynamic work environment with regular team events and social activities.
• Commitment to inclusion, acceptance, and a fair approach to fashion.