Junior Customer Service Manager - Vendor Management

Responsibilities

• Coordinate and manage day-to-day operations with external call center partners
• Monitor key performance indicators (CSAT, SLAs, AHT, etc.) and derive actionable recommendations from data
• 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
• Support the development of the service landscape and manage partner onboarding/offboarding transitions
• Communicate regularly with international BPO partners (requires 5–10% willingness to travel)

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. 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.