Teamleiter Customer Service – E-Mail Support E-Commerce

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

📋 Description

• You will be responsible for the operational customer service in daily business alongside the team, ensuring that customer inquiries are processed reliably, systematically, and solution-oriented.

• You will manage the daily operations in customer service, set priorities, keep track of open topics, and ensure that quality standards, response times, and internal processes are adhered to.

• You will actively participate in operational support, addressing customer concerns related to orders, shipping, payments, and general service inquiries—especially through email support via Zendesk.

• You will independently handle more complex or sensitive cases, such as escalations, buyer protection cases, Amazon A-to-Z claims, DHL inquiries, or special issues in the payment and shipping process.

• You will serve as the first point of contact for the team in daily operations, coordinating topics such as daily management, vacation planning, quality assurance, and operational collaboration.

• You will analyze recurring issues, identify areas for improvement, and pragmatically develop processes to keep pace with our continuous growth and ensure that workflows scale effectively.

• You will monitor relevant key figures, recognize operational bottlenecks early, and derive concrete actions to maintain stability in customer service even during high inquiry volumes.

⛳️ Requirements

• You have completed a commercial training program or possess a comparable qualification.

• You have gained several years of experience in customer service—ideally in e-commerce or in a high-volume support environment with numerous written customer inquiries.

• You have already taken responsibility for processes, quality, or the professional coordination of a team, or you have the potential to successfully take on this responsibility.

• You work in a structured manner, maintaining an overview even with high inquiry volumes, and prioritize tasks pragmatically and understandably.

• You take responsibility for results, think solution-oriented, and do not wait for others to resolve issues.

• You recognize improvement potentials in processes and workflows and enjoy sustainably enhancing efficiency and scalability.

• Ideally, you have experience with Zendesk or similar customer service systems.

• You communicate clearly, professionally, and reliably in writing—even in sensitive or emotional customer cases—and find solutions that are both customer-focused and commercially viable.

🏝️ Benefits

• Clear Responsibility: You will take charge of daily management, quality, prioritization, and process improvement—close to operational support with a real impact on customer service activities.

• Flexible Working: You can work 100% remotely or in our office in Andernach—what matters is the outcome, not the location.

• Practical Engagement: You will stay closely involved with operational support, making decisions based on real customer cases and directly implementing improvements in daily operations.

• Autonomy instead of Micromanagement: You will receive clear goals and the necessary freedom to independently manage and develop your area.

• Direct, Honest Feedback: Feedback is straightforward, factual, and focused on improvement—without political embellishments.

• Structured Work Environment: You will work in an environment with clear processes, reliable workflows, and pragmatic collaboration.

• Substantial Development Opportunities: The role is suitable for both experienced team leaders in customer service and strong senior agents looking to take on more responsibility and expand their influence.

• Work Equipment: You will receive high-quality Apple equipment for productive work.

• Additional Benefits: €50 tax-free allowance, for example, for purchases, sports, Wellpass / Urban Sports Club, or wealth-building benefits.

• Employment Conditions: 30 days of vacation and company pension plan.