Customer support ownership: You respond to inquiries from our cat owners daily via email, chat and social media — quickly, empathetically and always with the right tone.
Service quality & KPIs: You monitor key metrics such as First Response Time, CSAT and One-Touch Resolution rate and actively work to continuously improve them.
Consultative advice: You advise our community on nutrition, products, subscriptions and deliveries — using our internal knowledge base and expert input.
Shopify & subscription management: You handle orders, returns, subscription adjustments and complaints accurately and independently in Shopify and our helpdesk.
Cross-functional collaboration: You act as the liaison between customers and our teams in Operations, Product and Marketing — you provide structured feedback and help solve recurring issues permanently.
Processes & scaling: You help develop our Customer Care processes, templates and knowledge base so we can continue to deliver top service as volume grows.
Escalation management: In difficult cases you keep a cool head, find pragmatic solutions and protect both our customers and the company.

At least 2 years of experience in customer care, customer service or customer support — ideally in a consumer goods, D2C or e-commerce environment.
Strong communication skills: You write clearly, kindly and concisely — even when things get busy.
Tool affinity: Experience with helpdesk systems (e.g., Gorgias, Zendesk, Freshdesk), Shopify and ideally Klaviyo. Experience with AI tools like Claude or ChatGPT is a big plus.
Data & service mindset: You know the most important CS metrics and understand how to turn customer feedback into concrete improvements.
Empathy & ownership: You tackle real problems with a solution-oriented approach — not just closing tickets. You proactively contribute ideas for improvement.
Languages: German at native level (C2) and good English (at least B2) for internal team communication.
Passion for cats & animal health: You will work daily with a community of cat owners who love their pets.

A small, ambitious team that takes your ideas seriously and where you can make real impact — not a call center, but genuine brand building.
Experts from different disciplines from whom you can learn everything — from Operations to Product to Marketing.
A relaxed office in HafenCity with everything you need.
Regular team events — from the Christmas party to coffee walks, community events or a visit to a cat café.
Flexible working hours — remote or on-site.
Generous discounts on our products — because your cat deserves the best!
Additional perks: free drinks, a Deutschland-Ticket and a Wellpass membership.

Customer Care Manager

Key skills