As our Customer Service Manager, you’ll play a key role in delivering a seamless, high-quality customer experience across every interaction. You’ll own and steer our customer experience activities in Germany, while overseeing a larger outsourced support function, ensuring we consistently meet performance targets across email, voice and live chat.

Working closely with senior leadership, you’ll contribute to shaping and refining our customer experience strategy, while taking ownership of its day-to-day execution and continuous optimisation in the German market.

You’ll be responsible for building scalable processes, improving tools and documentation, employing technology and enabling the team to respond efficiently as demand grows. Acting as the voice of the customer, you’ll surface insights, identify trends and work cross-functionally to improve the overall customer journey.

🔧 What You’ll Be Doing

• Vendor Relationship & Governance: Building and nurturing a strong, collaborative partnership with our outsourced support provider to ensure high-performance execution across the German market.
• Cross-Functional Alignment: Serving as the key liaison between the outsourced team and internal Omaze functions (Product, Marketing, Delivery) to align on upcoming German campaigns, product updates, and customer feedback.
• Service Level & Performance Oversight: Driving daily, weekly, and monthly performance reviews with vendor leadership to ensure email, voice, and live chat SLAs, CSAT, and FTR targets are consistently met for German customers.