Customer Service Manager - Product Implementation & Controlling

Responsibilities

• Execute implementation, optimization, and innovation projects for the customer service system landscape.
• Design, configure, and maintain customer service systems, including interface connections and reporting systems.
• Analyze operational business drivers to derive measures for improving customer and agent experiences.
• Ensure continuous application and system availability.
• Develop and roll out best practices, guidelines, and processes.
• Plan and perform functional tests and quality assurance measures.
• Collaborate closely with external service providers and internal departments.

Requirements

• Completed university degree and relevant professional experience or equivalent qualifications.
• Fluent proficiency in both German and English (written and spoken).
• Deep experience working with CRM systems, such as Zendesk.
• Strong expertise in customer service and knowledge of relevant performance KPIs.
• Analytical mindset with a passion for technical systems and data-driven problem-solving.
• Entrepreneurial thinking, a hands-on mentality, and strong organizational skills.
• Experience in the E-commerce environment is preferred.

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. We value flat hierarchies, direct communication, and pragmatic decision-making. We foster an inclusive environment where everyone can be themselves, celebrating diverse backgrounds and perspectives.