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

Responsibilities

• Manage implementation, optimization, and innovation projects, collaborating with external partners 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

Qualifications

• 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

Benefits

Your perks at a glance: Visit our benefits page.