Customer Service Manager

About the Company

ABOUT YOU is one of Europe's fastest-growing e-commerce companies. With locations in Hamburg and Berlin, we bring fashion and technology together. Our mission is to rethink online shopping and make it more personal.

Responsibilities

• Manage and maintain the customer service tool landscape, including monitoring tools and managing user access
• Develop and optimize CRM systems by implementing new functions such as automation and AI solutions
• Analyze operational performance to identify optimization potential in Customer Experience (CX) and Agent Experience (AX)
• Support strategy development through data-driven insights and recommendations for performance improvement
• Perform troubleshooting and bug fixing to ensure stable processes
• Act as an analytical interface by coordinating projects and collaborating with stakeholders on tool optimization

Requirements

• Completed degree in Business, Technology, or a comparable qualification
• Business fluent in German and English
• Experience with CRM systems (e.g., Zendesk) is an advantage
• Basic knowledge of KPI analysis and ideally initial experience in customer service
• Strong affinity for technology and working with data
• Analytical mindset and logical thinking skills
• Structured, independent, and proactive working style