Responsibilities
- Ticket handling: You independently process email inquiries through our ticket management system.
- Process optimization: You create and maintain SOPs, macros and response templates, and continuously improve them.
- Automation: You set up triggers, automations and workflows to automate recurring inquiries.
- KPI management & forecasting: You manage support using KPIs such as ticket-to-order ratio, FRT (first response time) and CSAT.
Requirements
- Minimum of 2 years of relevant experience in customer support at a D2C e‑commerce company.
- Confident using Zendesk, Gorgias or a comparable helpdesk tool.
- Experience with Shopify (order management, refunds).
- Data-driven support management and familiarity with key KPIs such as ticket-to-order ratio, CSAT and FRT.
- Proven experience building macros, automations or workflows independently within a ticketing tool.
- Fluent in German and English (business fluent).
Core Competencies
Demonstrates expertise in customer support management within a D2C e-commerce environment, focusing on process optimization, automation, and KPI-driven performance. Proficient in using helpdesk tools and managing customer inquiries effectively in both German and English.
Hard Skills
- Process Optimization
- SOP Creation
- Macro Development
- Workflow Automation
- Data-Driven Decision Making
Tools & Technologies
- Zendesk
- Gorgias
- Shopify
Customer Support Lead – m/f/d Arbeitgeber: Jobtailor
Als Global Director B2B – Business Development bei uns profitieren Sie von einer dynamischen und innovativen Arbeitsumgebung, die auf Zusammenarbeit und Kreativität setzt. Wir bieten Ihnen nicht nur attraktive Vergütungsmodelle und umfassende Weiterbildungsmöglichkeiten, sondern auch die Chance, in einem internationalen Team zu arbeiten, das Vielfalt und persönliche Entwicklung fördert. Unsere Unternehmenskultur legt großen Wert auf Flexibilität und Work-Life-Balance, sodass Sie Ihre Karriereziele in einem unterstützenden Umfeld erreichen können.
