E-Commerce Customer Support Manager – Minijob

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

📋 Description

• Take charge of planning, coordinating, and assessing the performance of Customer Support across Amazon, Otto, and email.

• Formulate and execute support strategies, response workflows, escalation protocols, self-service content, and response templates.

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

• Keep an eye on competitors and examine how other brands manage customer inquiries, reviews, and complaints.

• Consistently enhance FAQs, product descriptions, and email templates.

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

• Conduct analyses of trends and opportunities based on customer feedback, reviews, and ticket data.

• Generate actionable improvements for products, content, and processes.

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

⛳️ Requirements

• Prior experience in Customer Support, preferably within a dynamic company that shares a similar drive and motivation.

• High degree of self-motivation and accountability.

• Strong affinity for structured work and project management.

• Capability to maintain perspective while managing multiple open tickets across various channels.

• Eagerness to swiftly learn new tools and channel-specific processes.

• Experience with or knowledge of Amazon Seller Central, Otto Partner Connect, and email/helpdesk systems.

• Excellent communication skills and approachability when interacting with customers.

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

• Ideally, some experience with Otto.

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

• Strong written communication skills with the ability to articulate complex issues clearly and courteously, aligning with the brand's voice.

• Creativity and a willingness to share your own ideas.

🏝️ Benefits

• Option for remote work or office-based work in Olpe.

• Complete flexibility in working hours.

• A very young and dynamic team environment.

• Attractive bonuses for reaching milestones.

• Personal professional development budget.

• Opportunities for a full-time role and leadership position in the near future.