Full-timeStart: immediately

Customer Service Manager (all genders)

ABOUT YOU

Hybrid | Hamburg, Germany | Experienced

Jobs
Customer Service Manager (all genders) – Hamburg, Germany

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About our Business Department

In our Business unit, ideas don't stay ideas for long.
We work on what moves ABOUT YOU forward. From strategy to day-to-day operations, from numbers to people. We sit close to the core of the company, connecting the dots, making sense of the data, and turning plans into action.
Business here means understanding how everything links together. It means making decisions. A lot of them. And those decisions set the direction.

Get to know the department and teams Your Team: Customer Service

What To Expect

Administering and managing the customer service tool landscape, including monitoring tools to ensure smooth operations and handling user access management
Further developing and optimizing CRM systems by implementing new features such as automations and AI solutions to increase efficiency
Analyzing operational business performance to identify opportunities for improving both Customer Experience (CX) and Agent Experience (AX)
Supporting strategy development through data insights, providing recommendations to enable informed decision-making and performance improvements
Performing troubleshooting and bug fixing by proactively identifying and resolving technical issues to ensure stable operations
Acting as an analytical interface within Customer Service by coordinating projects and collaborating closely with stakeholders on tool optimization initiatives

Who You Are

Completed degree in business, technology, or a comparable qualification
Fluent German and English skills
Experience with CRM systems (e.g. Zendesk) is a plus
Basic knowledge of KPI analysis and ideally some experience in customer service
Affinity for technology and enjoyment of working with numbers
High level of self-motivation as well as a structured and independent way of working
Strong analytical skills and logical thinking abilities
Hands-on mentality and solution-oriented mindset
Strong organizational skills and ability to work in a structured manner
Proactive attitude and sense of responsibility

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A Place Where You Can Be You

We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are. Different backgrounds and perspectives make us stronger and shape our culture in ways that matter. What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.