Tech Stack
Job Description, Responsibilities & Requirements
About the Position
Customer Service Manager (all genders)
Location: Hamburg, Germany
Type: Full-time
Work Location: Hybrid
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.
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
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.