Operational support
Independently handle member inquiries by email — you are the first point of contact and ensure fast, competent resolutions
Manage escalations and complex cases that require particular tact
Ensure a consistent, warm tone across all member communications
Reliable ticketing: prioritization, categorization and follow-up of requests in the ticketing system
Voice of the Customer
Systematically collect and prepare member feedback for product, marketing and operations teams
Identify recurring issues and proactively develop solutions; establish an internal feedback loop between support and the relevant teams
Support processes & improvement
Contribute to the optimization and automation of existing support workflows
Assist in the development of our support channels and tools
Analyze support KPIs (response times, satisfaction, ticket volume) and derive concrete improvement proposals
Contribute to the development of help pages and self-service resources

2–3 years of professional experience in B2C customer support, customer success or customer service — ideally in e‑commerce or a comparable digital environment
Experience with ticketing and support tools (e.g., Zendesk)
AI fluency: you use AI tools (e.g., ChatGPT, Claude, automation tools) routinely in your daily work and bring ideas for how AI can make support more efficient
Hands-on mentality: you are happy to contribute operationally and are comfortable with day-to-day tasks
A good sense for our members — ideally you are a regular organic shopper or have a strong interest in organic products
Independent, structured way of working and enjoyment in taking responsibility
Flexibility and willingness to work in a startup environment
University degree or comparable qualification
German at C2 level and fluent English (C1)

Attractive compensation with a performance-based component (€36,000–€42,000 p.a., depending on experience and qualifications)
Preferred start date: July/August 2026
Help build something new in a fast-growing startup in the organic / e‑commerce segment
Very steep learning curve with scaleup impact combined with the know-how of an established company
Great team that holds itself to high standards and looks out for one another
Flexible working hours you can arrange to suit your needs
Hybrid working model in Berlin (approx. 2–3 days/week in the office)
30 days paid vacation per year
Regular team events — offsites in France and Germany
Job ticket / Deutschlandticket
Urban Sports Club membership
Free Ackerherz membership and an additional 20% discount on all products in our shop

Customer Support Manager – m/f/d

Key skills