First point of contact for our customers: providing support via email, chat and phone — quick, friendly and solution-oriented
Handling inquiries, complaints and returns with a strong focus on quality
Working with our CRM system HubSpot to process and document customer issues in a structured manner
Using automations and AI-supported tools to process requests efficiently and continuously improve service processes
Coordinating with internal teams (Operations, Logistics, Product, Marketing) when complex issues need to be escalated
Contributing to the creation of FAQs, guides and self-service materials to answer recurring questions efficiently
Supporting the optimization of our service processes to improve the daily customer experience
Close collaboration within the team to ensure a consistent, high-quality level of service

Several years of experience in customer service, ideally in an e‑commerce or digital environment
Friendly, service-oriented and solution-focused communication with customers — both written and verbal
Confident handling of email, chat and phone communication
Technical affinity and enthusiasm for digital tools, e.g. CRM or support systems (ideally HubSpot)
Interest in automations and AI-supported tools to make service processes more efficient
Organizational skills and the ability to coordinate requests efficiently and work with internal interfaces
Team player with enjoyment of close collaboration to deliver the best possible service together

30 days holiday plus additional leave for special occasions such as marriage or the birth of a child
€50 monthly voucher via Become1, flexible to use (e.g. for fuel or groceries)
30 days workation per year — work where you think and create best
Flexible working hours and the possibility to work remotely
Company bike (JobRad) and attractive employee discounts — including on our own products
Flat-hierarchy team culture: respectful collaboration, mutual support and a shared drive to succeed
Complimentary drinks & snacks: coffee, water, fruit and small treats for between meals

Customer Support Manager – E‑Commerce

Key skills