Senior Customer Service Manager – DACH

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

📋 Description

• Ensure seamless daily operations and consistently achieve key service KPIs, such as first response time, CSAT, and one-touch ticket rate.

• Take ownership of ticket volume forecasting (expected vs. actual) to proactively manage capacity and avert bottlenecks.

• Monitor performance trends and identify risks early, escalating issues with clarity and urgency.

• Act with a solution-oriented mindset, prioritizing customer satisfaction while safeguarding the company's interests.

• Recruit, onboard, and nurture high-performing customer service agents throughout the DACH region.

• Cultivate a culture of excellence, ownership, and continuous improvement, fostering high engagement and strong outcomes.

• Lead by example, establishing clear expectations for quality, productivity, and customer-centric behavior.

• Act as a sparring partner for team members, providing coaching, feedback, and support for both operational and personal development.

• Effectively delegate tasks, ensuring clarity of ownership and alignment with individual strengths.

• Hold the team accountable for agreed objectives, service standards, and performance metrics.

• Conduct regular performance check-ins, feedback discussions, and developmental conversations.

• Take ownership of addressing underperformance, including establishing performance improvement plans and making difficult personnel decisions when necessary.

• Collaborate closely with your manager, the Customer Service Lead, to drive continuous improvements and integrate new ideas into daily operations.

• Ensure strong collaboration between the DACH team and cross-functional stakeholders (Operations, Marketing, Campaigns).

• Coach direct reports to communicate customer feedback in a structured, proactive manner, focusing on root causes rather than surface-level solutions.

• Ensure issues are resolved sustainably, implementing solutions that prevent recurrence.

• Plan shifts in alignment with campaign volumes to consistently deliver high-quality support.

• Coordinate schedules for mini-jobbers and freelancers to guarantee optimal team coverage.

• Review and validate freelancer invoices.

• Ensure that mini-jobbers' working hours are recorded accurately and promptly in the HR system.

• Approve and monitor vacation requests to maintain team capacity.

• Remain hands-on by assisting the team with ticket handling and daily tasks, keeping a real-time pulse on operational realities.

⛳️ Requirements

• 2-4+ years of experience in Customer Service, including team leadership in an e-commerce or D2C setting.

• Demonstrated people management skills, with experience leading teams of 8+ with diverse contract structures.

• Strong understanding of customer service KPIs and the capability to translate data insights into concrete, actionable strategies.

• Practical experience with customer service and e-commerce tools such as Gorgias, Shopify, Klaviyo, or equivalent platforms.

• Native-level German (C2) and proficient business-level English, confident in interactions with stakeholders at all levels.

• Experience in shift planning and workforce coordination, including freelancers and mini-jobbers.

🏝️ Benefits

• Flexible working hours.

• 28 vacation days.

• 30 work-from-abroad days.

• €1,500 budget for learning and development.

• Membership with Urban Sports Club.

• Subsidy for public transport.

• Bi-annual 360° feedback linked to compensation.