Customer Service Manager (E-commerce)

TL;DR

Customer Service Manager (E-commerce): Managing the implementation and optimization of customer service systems and tools with an accent on product implementation, system configuration, and operational controlling. Focus on enhancing customer and agent experiences (CX/AX) through data-driven analysis and technical system maintenance.

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

• Manage implementation, optimization, and innovation projects for CS systems, collaborating with external partners and internal stakeholders.
• Design, configure, and maintain the Customer Service systems landscape, including interfaces and reporting solutions.
• Analyze operational business drivers to optimize both Customer Experience (CX) and Agent Experience (AX).
• Ensure the reliable operation, availability, and documentation of applications and systems.
• Develop and roll out best practices, guidelines, and operational standards.
• Plan and execute functional testing and quality assurance (QA) activities.

Requirements

• Relevant professional experience or a completed degree.
• Fluent in both German and English.
• Solid experience working with CRM systems, such as Zendesk.
• Strong understanding of Customer Service operations and performance metrics (KPIs).
• Strong business acumen, analytical thinking, and problem-solving abilities.
• Must be based in Hamburg, Germany.

Nice to have

• Previous experience in the E-Commerce industry.

Culture & Benefits

• Flat hierarchies, direct communication, and pragmatic decision-making.
• Culture of ownership, trust, and clear responsibility without long approval chains.
• Inclusive environment that values different backgrounds and perspectives.
• Social team activities including team lunches, afterwork drinks, and company events.