Customer Service Specialist (Ecommerce)

TL;DR

Customer Service Specialist (Ecommerce): Handling complex and escalated customer inquiries and claims via email with an accent on cross-departmental collaboration and process optimization. Focus on investigating cases using internal systems, documenting workflows, and ensuring high-quality support standards.

Location: Hamburg, Germany

Company

One of Europe's fastest-growing e-commerce companies operating at the intersection of fashion and technology.

What you will do

• Handle complex and escalated customer inquiries and claims via email as Last Level Support.
• Investigate cases independently using internal systems and collaborate with Finance, Tech, and Legal.
• Optimize processes and workflows based on insights gained from case resolutions.
• Support the Quality team in ensuring the quality of external partners.
• Document workflows in English to facilitate sustainable knowledge sharing.
• Take ownership of special cases and projects at an early stage.

Requirements

• Excellent German and English skills, both written and spoken.
• Strong problem-solving skills and a passion for in-depth research and "detective work".
• Ability to work in a structured, conscientious manner with a hands-on mentality.
• Confidence in professional written communication when dealing with internal departments.
• First experience in customer service (e.g., call center) is a strong plus.

Nice to have

• Experience with Google Workspace, Confluence, Jira, or Zendesk.

Culture & Benefits

• Flat hierarchies, direct communication, and pragmatic decision-making.
• Culture of ownership, trust, and clear responsibility without long approval chains.
• Collaborative environment with team lunches, afterwork drinks, and company events.
• Inclusive workplace focusing on acceptance and a fairer approach to fashion.