Senior Consumer Service Manager (m/w/d)

Are you passionate about delivering outstanding consumer experiences—and ready to lead a team that makes them happen?

At IronMaxx, “The Impossible is possible” is more than a motto—it’s how we operate. As Team Lead Consumer Service, you will take ownership of our day-to-day consumer service operations and guide your team in handling inquiries, complaints, returns, and order-related issues efficiently and professionally.
You will combine hands-on operational expertise with people leadership, ensuring high service quality while continuously improving processes, performance, and consumer satisfaction.

Consumer Service Operations

• Lead and support the Consumer Service team in its daily operations
• Organize workloads, priorities, team coverage, and service-channel responsibilities
• Ensure the professional handling of consumer inquiries, complaints, returns, and escalations across all service channels
• Oversee ticket management and processing in Greyhound
• Monitor response and resolution times, service levels, and quality standards
• Act as the first point of escalation for complex or sensitive consumer cases
• Ensure consistent, solution-oriented communication with consumers and external partners
• Foster a collaborative, accountable, and consumer-focused approach within daily operations
• Step into day-to-day case handling when operational support is required

Order & Complaint Management

• Oversee the processing of complaints and product claims in accordance with internal procedures
• Support the team in resolving complex cases and operational bottlenecks
• Ensure the accurate transfer and maintenance of orders and relevant consumer data in SAP
• Coordinate order corrections, replacements, refunds, and returns
• Work closely with Logistics, Warehouse, E-Commerce, Quality, and other internal stakeholders
• Ensure that all consumer cases, decisions, and actions are documented accurately and consistently

Performance Management & Process Improvement

• Set clear performance expectations and provide regular feedback and coaching
• Conduct team meetings, one-on-one conversations, and performance reviews
• Support the onboarding, training, and ongoing development of team members
• Track and report on ticket volumes, complaint trends, resolution times, service quality, and team performance
• Identify recurring consumer issues and their underlying causes
• Develop and implement measures to improve processes, service quality, and consumer satisfaction
• Establish efficient workflows, guidelines, and service standards
• Share consumer insights with relevant departments and support corrective actions
• Contribute to the continuous development of our systems, tools, and service procesces

• At least 3 years of experience in Consumer Service, Customer Support, Customer Care, or a comparable environment
• Initial leadership experience as a Team Lead, Supervisor, Senior Agent, or in a similar coordinating role
• A motivating and supportive leadership style combined with a hands-on mentality
• Experience working with ticketing systems; Greyhound experience is a plus
• Experience with SAP or another ERP system
• Strong organizational, prioritization, and decision-making skills
• A solution-oriented mindset and strong problem-solving abilities
• Confidence in handling escalations and challenging consumer situations
• A good understanding of service KPIs, reporting, and quality management
• Excellent communication skills and a strong focus on consumers and results
• Business-fluent German and English; additional languages are a plus