Junior Customer Service Manager (Vendor Management)

TL;DR

Junior Customer Service Manager (Vendor Management): Coordinating day-to-day operations with external call center partners and monitoring key performance indicators with an accent on quality assurance and process improvement. Focus on driving BPO performance, analyzing service data, and collaborating with internal stakeholders to ensure seamless customer experiences.

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

• Manage 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 evaluate internal and external processes to drive continuous service improvements.
• Align closely with internal stakeholders including Controlling, Tools, and Communications teams.
• Manage transitions during partner onboarding and offboarding processes.

Requirements

• Completed commercial training or a university degree.
• Initial professional experience in e-commerce or customer service.
• Experience in quality assurance, training, or coaching.
• Very good German and English skills (written and spoken).
• Strong analytical skills and a structured, accurate working style.
• Proficiency in MS Office, particularly Excel.

Culture & Benefits

• Flat hierarchies and direct communication style.
• Emphasis on ownership, trust, and clear responsibility.
• Inclusive work environment that values diverse backgrounds and perspectives.
• Regular team events, lunches, and a collaborative office culture.