Customer Service Manager (all genders)

Beschreibung:

Company Description:

ABOUT YOU is one of Europe's fastest growing e-commerce companies. Based in Hamburg and Berlin, we operate at the intersection of fashion and technology. Our mission is to rethink online shopping and make it personal and seamless. This takes more than good ideas. It takes people who take initiative and challenge the status quo. We believe in flat hierarchies, direct communication, and pragmatic decisions. No long approval chains. Just ownership, trust, and clear responsibility. We work hard, but we also believe in enjoying the ride together - over team lunches, afterwork drinks, company events, or a quick coffee in between meetings. If this sounds like you, ABOUT YOU could be the right place to bring in your perspective.

Job Description:

* 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

Qualifications:

* 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

Additional Information:

Your perks at a glance: Visit our benefits page.

Simply apply online via our career page - we will get back to you as soon as possible!

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