Customer Service Manager - Product Implementation & Controlling (all gender at ABOUT YOU AG & Co. KG

Hamburg, , Germany -

Full Time

Start Date

Immediate

Expiry Date

23 Sep, 26

Salary

0.0

Posted On

25 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Project Management, CRM Systems, Zendesk, Customer Experience (CX), Agent Experience (AX), Functional Testing, Quality Assurance, Data Analysis, KPI Tracking, Vendor Management, Stakeholder Coordination, Business Acumen, Problem Solving, Organizational Skills, English Fluency, German Fluency

Industry

Internet Marketplace Platforms

Description

Company Description 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. This takes more than good ideas. It takes people who take initiative and challenge the status quo. We believe in flat hierarchies, direct communication, and pragmatic decisions. No long approval chains. Just ownership, trust, and clear responsibility. We work hard, but we also believe in enjoying the ride together - over team lunches, afterwork drinks, company events, or a quick coffee in between meetings. If this sounds like you, ABOUT YOU could be the right place to bring in your perspective. Job Description Manage implementation, optimization, and innovation projects, collaborating with external partners where required and coordinating closely with internal stakeholders Design, configure, and maintain the Customer Service systems landscape, including the integration of various interfaces and reporting solutions Analyze operational business drivers and derive measures to optimize both the 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, guidelines, and operational standards Independently 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 Qualifications Completed degree combined with relevant professional experience, or an equivalent combination of knowledge and practical experience Fluent in both German and English, with strong written and verbal communication skills Solid experience working with CRM systems, such as Zendesk Strong understanding of Customer Service operations; basic knowledge of performance metrics and KPIs is desirable Previous experience in the E-Commerce industry is a plus Enjoy working with technical systems and data-driven environments Highly motivated, with a structured, proactive, and independent way of working Strong business acumen and analytical thinking skills Hands-on mentality with excellent problem-solving and organizational abilities Additional Information Your perks at a glance: Visit our benefits page. Simply apply online via our career page - we will get back to you as soon as possible! A Place Where You Can Be You We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are. Different backgrounds and perspectives make us stronger and shape our culture in ways that matter. What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.

Responsibilities

Manage the implementation and optimization of Customer Service systems and projects while coordinating with internal stakeholders and external vendors. Analyze business drivers to improve customer and agent experiences and maintain operational standards and documentation.