Customer Service Manager - Process & Tooling Projects

Responsibilities

• Lead the implementation, rollout, and continuous optimization of new technologies and customer service tools
• Own end-to-end planning and execution of strategic projects to improve operational efficiency
• Act as the central point of contact between operational stakeholders and technical teams
• Analyze operational bottlenecks and translate business requirements into technical project scopes
• Coordinate testing, documentation, and the rollout of new features and system enhancements
• Evaluate new software solutions and digital tools to future-proof the customer service landscape

Requirements

• Professional experience in project management, product coordination, or analytical roles within Customer Service or E-Commerce
• Strong understanding of modern customer service systems like CRM ticketing, routing, or automation tools
• Experience structuring workflows and managing multi-disciplinary teams
• Excellent problem-solving and stakeholder management skills
• Ability to bridge business and technical teams
• Fluency in English and German (written and spoken)
• Completed degree in Business, Technology, or a comparable background

About the Company

ABOUT YOU is one of Europe’s fastest growing e-commerce companies. Based in Hamburg and Berlin, we operate at the intersection of fashion and technology. Our mission is to rethink online shopping and make it personal and seamless.