Customer Success Manager, German

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

📋 Description

• Respond to customer emails and messages promptly, warmly, and in impeccable German.

• Address both positive and negative customer reviews.

• Take responsibility for parcels that are late, lost, or damaged.

• Work closely with warehouse and logistics partners to resolve delivery challenges.

• Keep customers updated throughout the resolution process.

• Identify recurring customer inquiries and advocate for root-cause solutions via product pages, packaging inserts, or shipping confirmations.

• Assist in developing the help center, FAQs, response templates, and workflows.

• Convey customer insights to product and marketing teams.

• Utilize AI for sorting, research, pattern recognition, and draft preparation.

• Share responsibilities and provide assistance to the current part-time team member.

• Ensure customers receive personalized, prompt, and effective support.

⛳️ Requirements

• Proficient in German with a warm, natural writing style.

• Available to respond so that no inbox item remains unanswered for more than one business day.

• A genuine passion for resolving customer issues.

• Ability to maintain composure with challenging customers and de-escalate situations.

• Highly organized, detail-oriented, and capable of maintaining efficient workflows.

• An ownership mentality with the ability to set and achieve deadlines independently.

• Strong, proactive communication skills with both customers and the team.

• Tech-savvy and proficient in AI, with specific examples of utilizing AI to enhance productivity.

• Quick learner who takes initiative and prioritizes quality.

• Previous customer service or e-commerce support experience is a plus, particularly with Gorgias, Shopify, or similar platforms.

• Experience coordinating with warehouses, fulfillment, or logistics partners is advantageous.

• Fluent in English at a minimum C1 level, as indicated in the application form.

🏝️ Benefits

• Opportunity for advancement to full-time employment.

• Genuine ownership from the outset.

• Established product and reputable brand.

• Meaningful work with a direct, positive impact.

• Direct access to the founders.

• Exposure to the broader Phira ecosystem.

• Collaborative, international work culture.

• Regular training from a venture studio with a decade of industry experience.

• Insights from external guest speakers.

• Complimentary access to the products being developed.