Customer Service Manager - Schwerpunkt Quality Management (all genders)

Descrizione del lavoro:

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:

* Collaboration with external service providers and their quality managers to ensure quality standards
* Continuous improvement of customer satisfaction and other quality-related KPIs
* Collaboration with the internal last-level team and other international teams to ensure quality
* Expansion and maintenance of the online support page
* Management of service providers within the scope of quality management and KPI development
* Development of quality dashboards in collaboration with other team members
* Further development of the quality concept
* Optimization of quality measurement
* Conducting regular calibration sessions internally and externally
* Process optimization in collaboration with internal and external stakeholders

Qualifications:

* Successfully completed commercial training or a degree
* Initial practical experience in e-commerce or customer service
* Experience in quality assurance, training, or coaching
* Strong analytical skills as well as a structured and accurate way of working
* Strong customer focus and excellent communication skills
* Attention to detail and a positive can-do attitude
* Good proficiency in MS Office (especially Excel)
* Very good German and English skills, both written and spoken
* Knowledge of an additional language is a plus

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