Customer Service Manager - Process & Tooling Projects (all genders)

Location: Hamburg, Germany

Company

hirify.global is a fast-growing European e-commerce company operating at the intersection of fashion and technology, with offices in Hamburg and Berlin.

What you will do

• Lead the implementation, rollout, and continuous optimization of customer service technologies, strategic initiatives, and tooling.
• Plan, structure, and execute projects that improve customer service systems, processes, and operational efficiency.
• Translate strategic initiatives into scalable operational solutions for customer support.
• Coordinate communication between Controlling, BPOs, Team Leads, IT, Product, and development teams.
• Analyze operational bottlenecks, gather business requirements, and define project scopes and technical requirements.
• Coordinate testing, documentation, feature rollouts, and the evaluation of software solutions and external service providers.

Requirements

• Professional experience in project management, product coordination, or an analytical and structural role within Customer Service or E-Commerce.
• Understanding of modern customer service systems, including CRM ticketing, routing, and automation tools.
• Experience structuring workflows, defining milestones, and coordinating multidisciplinary teams, stakeholders, priorities, and timelines.
• Strong problem-solving, communication, stakeholder management, and independent working skills.
• Fluent English and German, written and spoken, are required.
• A completed degree in Business, Technology, or a comparable background with relevant practical experience.

Culture & Benefits

• Flat hierarchies, direct communication, and pragmatic decision-making.
• Ownership, trust, and clear responsibility in day-to-day work.
• Inclusive environment focused on acceptance and diverse perspectives.
• Company events, team lunches, and informal social activities.
• Additional employee perks are provided through the company benefits program.

Hiring process

• Apply online through the career page.
• The hiring team will respond as soon as possible.