E-Commerce Customer Support Manager

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

📋 Description

• Plan, coordinate, and assess the effectiveness of customer support independently across Amazon, Otto, and email channels.

• Create and execute support strategies, response workflows, escalation procedures, self-service content, and response templates.

• Collaborate with online channels, Sales, and the Content team.

• Analyze competitors concerning customer inquiries, reviews, and complaints.

• Enhance FAQs, product descriptions, and email templates.

• Perform service audits that evaluate response times, tone of voice, solution quality, and customer satisfaction.

• Carry out trend and opportunity analyses based on customer feedback, reviews, and ticket data.

• Identify specific improvements for products, content, and processes.

• Assist in monitoring and reporting essential support KPIs, including response and resolution times, CSAT, review ratings, and repeat-contact rates.

⛳️ Requirements

• Some experience in customer support, preferably within a young and growing company.

• High level of self-motivation and a strong sense of ownership.

• Enthusiasm for structured work and effective project management.

• Capability to oversee numerous open tickets across various channels.

• Eagerness to quickly learn new tools and workflows specific to different channels.

• Familiarity with or interest in Amazon Seller Central, Otto Partner Connect, and email/helpdesk systems.

• Strong communication skills and openness.

• Comprehensive understanding of the Amazon channel, including the A-to-z Guarantee, buyer protection, reviews, and Voice of the Customer.

• Initial exposure to Otto is advantageous.

• Interest in emerging technologies and current e-commerce trends, especially in service automation, AI-assisted responses, and self-service.

• Excellent written communication skills.

• Ability to convey complex issues clearly, courteously, and consistent with the brand.

• Creativity and a willingness to share your own ideas.

🏝️ Benefits

• Option to work remotely or from the office in Olpe.

• Completely flexible working hours.

• A very young and dynamic team environment.

• Attractive bonuses upon reaching milestones.

• Personal professional development budget.

• Opportunity for a full-time position and potential management role in the near future.