First point of contact for our customers: manage inquiries via email, chat and phone — quickly, courteously and with a solution-oriented approach
Handle enquiries, complaints and returns to a high standard of quality
Work with our CRM system HubSpot for structured handling and documentation of customer issues
Use automations and AI-powered tools to process enquiries efficiently and continuously improve service workflows
Coordinate with internal teams (Operations, Logistics, Product, Marketing) when complex issues need escalation
Contribute to the creation of FAQs, guides and self-service materials to efficiently address recurring questions
Support the optimisation of our service processes to improve the daily customer experience
Collaborate closely with the team to ensure consistent, high-quality service delivery

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

30 days of vacation plus special leave for occasions such as weddings or childbirth
€50 monthly voucher via Become1, flexible to spend e.g. on fuel or groceries
30 days of workation per year — work where you can think and be most creative
Flexible working hours and the option to work remotely
Company bike (Jobrad) and attractive employee discounts — including on our own products
Team culture at eye level: respectful collaboration, mutual support and working together toward common goals
Free drinks & snacks: coffee, water, fruit and small treats for in-between

Customer Support Manager – E‑Commerce

Key skills