Customer Service Manager - Product Implementation & Controlling

Responsibilities

• Execute implementation, optimization, and innovation projects in collaboration with internal departments and external partners
• Design, configure, and maintain the customer service system landscape, including interface connections and reporting systems
• Analyze operational business drivers to optimize customer and agent experiences
• Ensure uninterrupted application and system availability
• Responsible for the recording, further development, and rollout of best practices, guidelines, and processes
• Independently plan and conduct functional tests and QA measures
• Coordinate closely with external service providers and internal teams

Requirements

• Completed university degree and relevant professional experience
• Business-fluent German and English skills
• Profound experience with CRM systems, such as Zendesk
• Solid knowledge of Customer Service and relevant performance metrics
• Experience in the e-commerce environment is an advantage
• Strong analytical skills and entrepreneurial thinking
• Hands-on mentality and problem-solving competence

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 to rethink and personalize online shopping.