You will be responsible for independently planning, coordinating and evaluating the entire customer support across our channels Amazon, Otto and email.
Develop and implement new support strategies — from response workflows and escalation processes to self-service content and response templates.
Serve as a key interface and maintain regular communication with our online channels, sales and the content team.
Monitor competitors — how other brands respond to customer inquiries, reviews and complaints, and what we can learn from them.
Continuously optimize our customer-facing content (FAQs, product descriptions, email templates) in close collaboration with the content team to proactively reduce inquiries and improve service quality.
Conduct independent service audits — response times, tone, solution quality and customer satisfaction across all three channels.
Carry out trend and opportunity analyses based on customer feedback, reviews and ticket data and derive concrete improvements for product, content and processes.
Support monitoring and reporting of relevant support KPIs (response and resolution times, CSAT, review ratings, repeat rate).

Some initial experience in support, ideally at an early-stage company with a similar drive.
High self-motivation and a strong sense of ownership.
Passion for structured work and project management — you keep track even with many open tickets across multiple channels.
Enjoy working across different platforms and quickly getting up to speed with new tools and channel logics (Amazon Seller Central, Otto Partner Connect, mail/helpdesk systems).
Openness and communication skills to delight customers, handle complaints confidently and build sustainable relationships quickly.
Deep understanding of the Amazon channel (A-to-Z guarantee, buyer protection, reviews, Voice of the Customer) — ideally some experience with Otto as well.
Enthusiasm for new technologies and current e‑commerce trends, particularly in service automation, AI-assisted responses and self-service.
Strong written communication skills and the ability to explain complex issues clearly, kindly and in a brand-appropriate way to customers and colleagues.
Creative and proactive — you bring your own ideas, e.g. on how to solve recurring inquiries more intelligently or improve our response templates.

E-Commerce Customer Support Manager

Key skills