Customer Service Manager - Product Implementation & Controlling (E-Commerce)

Location: Hamburg, Germany

Company

hirify.global is a European e-commerce company operating at the intersection of fashion and technology, focused on creating a personal and seamless online shopping experience.

What you will do

• Manage implementation, optimization, and innovation projects with external partners and internal stakeholders.
• Design, configure, and maintain the Customer Service systems landscape, including interfaces and reporting solutions.
• Analyze operational drivers and define measures to improve customer experience and agent experience.
• Ensure reliable operation and availability of applications and systems.
• Document and roll out best practices, guidelines, and operational standards.
• Plan and execute functional testing and quality assurance activities while coordinating vendors and cross-functional teams.

Requirements

• Completed degree with relevant professional experience, or an equivalent combination of knowledge and practical experience.
• Fluent German and English, with strong written and verbal communication skills.
• Solid experience with CRM systems such as Zendesk.
• Understanding of Customer Service operations; knowledge of performance metrics and KPIs is desirable.
• Analytical thinking, business acumen, problem-solving, organizational skills, and an independent working style.
• Comfort working with technical systems and data-driven environments.

Nice to have

• Previous experience in the e-commerce industry.
• Basic knowledge of Customer Service performance metrics and KPIs.

Culture & Benefits

• Full-time employment in a fast-growing e-commerce environment.
• Flat hierarchies, direct communication, and pragmatic decision-making.
• Ownership, trust, and clear responsibility.
• Inclusive culture that values acceptance, diverse perspectives, and fairness.
• Benefits are available through the company benefits program.

Hiring process

• Apply online through the career page.
• The recruiting team will follow up after the application.