Customer Service Manager - Process & Tooling Projects (E-Commerce)

Location: Hamburg, Germany

Company

hirify.global is a fast-growing European e-commerce company combining fashion and technology to create personalized online shopping experiences.

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 operational stakeholders, external BPO partners, and technical teams across IT, Product, and Development.
• Analyze bottlenecks, gather business requirements, and translate them into project scopes and technical requirements.
• Coordinate testing, documentation, feature rollouts, and the evaluation of software solutions and 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 and project timelines.
• Strong problem-solving, stakeholder management, communication, and independent working skills.
• Fluent English and German, written and spoken, are required.
• Degree in Business, Technology, or a comparable field, combined with relevant practical experience.

Culture & Benefits

• Flat hierarchies, direct communication, and pragmatic decision-making.
• Ownership, trust, and clear responsibilities.
• Inclusive environment focused on acceptance, inclusion, and diverse perspectives.
• Company events, team lunches, afterwork activities, and other employee benefits.

Hiring process

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