Customer Care Operations – Partner Manager

This is a fully remote position, open to applicants in Germany.

📋 Description

• In this role, you will serve as the Key Account Manager for our Customer Care partner network: overseeing resource coordination, optimizing workflows, and ensuring that each customer receives exceptional service.

• You will manage our external support team, facilitate briefings, onboard new partners, and consistently provide everyone with the latest product and process information.

• You will closely monitor First Response Time, CSAT, ticket backlog, and resolution rates, regularly reporting on performance trends.

• By conducting targeted ticket reviews, you will uphold our quality standards, offer structured feedback, and continually enhance our customer service guidelines.

• You will refine workflows, escalation protocols, and macros while actively promoting digitization and automation (e.g., AI support tools).

• Collaborating closely with Product, Marketing, and SCM, you will ensure that all pertinent information is communicated to the partner network promptly.

• You will stay updated on modern customer service trends (AI, self-service, community support) and initiate pilot projects to enhance our service experience.

⛳️ Requirements

• A minimum of several years of experience in Customer Care / Customer Support, preferably within e-commerce, D2C, or scale-up environments.

• Demonstrated experience in managing external vendors, partner agencies, or freelancer teams.

• A passion for structured workflows, with a focus on efficient processes and a keen interest in modern support tools and automation.

• KPIs guide your work: you independently analyze support reports and identify actionable optimizations.

• You maintain composure during busy periods, work in an extremely organized manner, and communicate clearly, respectfully, and reliably.

• Proficient in both written and spoken German and English.

🏝️ Benefits

• 💸 Fair compensation, tailored to your qualifications and experience

• 🤝 A true ownership role with significant trust and room to shape things

• 🇪🇺 100% remote within Germany: work flexibly from anywhere

• 📈 Growth opportunities: take on responsibility and bring your ideas directly into the company

• 📚 €1,300 training budget per year for your personal development

• 🧘 Nilo Health access included — we care about mental health

• 💪🏼 Urban Sports membership

• 💼 Coworking space or home office equipment? We cover the costs!

• 🇨🇾 Workations in Cyprus — our office is always open to you

• 🥳 Team events across Europe, because a strong team is everything