Customer Service Manager - Product Implementation & Controlling (all genders)

Manage implementation, optimization, and innovation projects, collaborating with external partners where required and coordinating closely with internal stakeholders
Design, configure, and maintain the Customer Service systems landscape, including the integration of various interfaces and reporting solutions
Analyze operational business drivers and derive measures to optimize both the customer experience (CX) and agent experience (AX)
Ensure the reliable operation and availability of applications and systems
Own the documentation, continuous improvement, and rollout of best practices, guidelines, and operational standards
Independently plan and execute functional testing and quality assurance (QA) activities
Act as a key point of contact for external vendors and cross-functional internal teams
Completed degree combined with relevant professional experience, or an equivalent combination of knowledge and practical experience
Fluent in both German and English, with strong written and verbal communication skills
Solid experience working with CRM systems, such as Zendesk
Strong understanding of Customer Service operations; basic knowledge of performance metrics and KPIs is desirable
Previous experience in the E-Commerce industry is a plus
Enjoy working with technical systems and data-driven environments
Highly motivated, with a structured, proactive, and independent way of working
Strong business acumen and analytical thinking skills
Hands-on mentality with excellent problem-solving and organizational abilities

Employment type
Full-time

Work arrangement
Hybrid