Customer Service Specialist (all genders)

About the Position

Customer Service Specialist (all genders)

• Vollzeit

About the Company

ABOUT YOU is one of the fastest-growing e-commerce companies in Europe. With locations in Hamburg and Berlin, we bring fashion and technology together. Our mission is to rethink online shopping and make it more personal. For this, we need more than just good ideas. We need people who show initiative and question the status quo. We believe in flat hierarchies, direct communication, and pragmatic decisions. There are no long approval processes here. We work with dedication and at the same time value the time we spend together, whether it's during team lunches, after-work drinks, company events, or a quick coffee between meetings.

Job Description

• You handle complex and escalated customer inquiries, complaints, and claims via email independently and without direct telephone customer contact (true last-level support)
• You research cases independently in our systems with extended access rights and work closely with internal partners such as Finance, Tech, and Legal to find sustainable solutions
• You use insights from case handling to continuously optimize processes and workflows together with cross-functional teams
• You support our Quality Team in monitoring and ensuring the quality of our external partners
• You create clear documentation in English to sustainably anchor important knowledge in the team
• You take on responsibility early for special tasks, complex special cases, and your own projects

Qualifications

• Initial experience in customer service is beneficial – but motivated newcomers with a passion for in-depth research are also welcome
• Practical thinking and your personality matter more to us than an academic degree or specific training
• Analytical mindset and enjoyment of challenging "detective work" with quick onboarding to new tools
• Strong written communication and pronounced service orientation for smooth internal collaboration
• High initiative, structured work approach, and a problem-solving mentality
• Fluent German and English language skills in speech and writing
• Team player who keeps a cool head even in stressful situations

Additional Information

Your benefits at a glance: Visit our Benefits page.

Apply easily online via our careers page - we will get back to you as soon as possible with feedback!

A place where you can be yourself.

We see it as our responsibility to create an environment where everyone feels as welcome as they are.

Diverse backgrounds and perspectives make us stronger and shape our culture.

What we stand for internally, we also stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.

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