Junior Customer Service Manager

Responsibilities

• Coordinate and manage day-to-day operations with external call center partners
• Monitor key performance indicators including CSAT, SLAs, and AHT to derive actionable recommendations
• Collaborate with service providers and quality leads to ensure high standards and customer satisfaction
• Drive BPO performance through motivation, feedback, and the development of action plans
• Analyze and continuously improve internal and external processes and interfaces
• Align closely with internal stakeholders such as Controlling, Tools, and Communications
• Manage transitions during partner onboarding and offboarding processes
• Communicate regularly with international BPO partners, requiring occasional travel (5–10%)

Requirements

• Successfully completed commercial training or a university degree
• Initial professional experience in e-commerce or customer service
• Experience in quality assurance, training, or coaching
• Strong analytical skills and a structured, accurate way of working
• Excellent communication skills and a strong customer focus
• Proficiency in MS Office, particularly Excel
• Fluency in both German and English (written and spoken)

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 with a mission to make online shopping personal and seamless. We value flat hierarchies, direct communication, and ownership, providing an environment where you can challenge the status quo and grow professionally.