Customer Service Manager - Product Implementation & Controlling

Responsibilities

• Manage implementation, optimization, and innovation projects for customer service systems.
• Design, configure, and maintain the Customer Service systems landscape and reporting solutions.
• Analyze operational business drivers to optimize both customer experience (CX) and agent experience (AX).
• Ensure the reliable operation and availability of applications and systems.
• Own the documentation, continuous improvement, and rollout of best practices and operational standards.
• Plan and execute functional testing and quality assurance (QA) activities.
• Act as a key point of contact for external vendors and cross-functional internal teams.

Requirements

• Completed degree combined with relevant professional experience, or an equivalent combination of knowledge and practical experience.
• Fluent in both German and English (written and verbal).
• Solid experience working with CRM systems, such as Zendesk.
• Strong understanding of Customer Service operations and performance metrics/KPIs.
• Highly motivated with a structured, proactive, and independent way of working.
• Strong business acumen, analytical thinking, and problem-solving abilities.
• Experience in the E-Commerce industry is a plus.

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. We believe in flat hierarchies, direct communication, and pragmatic decisions, offering an environment built on ownership, trust, and clear responsibility.