Sr. Customer Service Manager - DACH (m/f/d)

HOLY is a rapidly growing soft drink company known for its innovative powdered drinks. They are seeking a Senior Customer Service Manager to lead their DACH Customer Service team, focusing on enhancing customer satisfaction and managing team performance.

Responsibilities:

• Ensure smooth daily operations and consistent achievement of key service KPIs, including first response time, CSAT, and one-touch ticket rate
• Own ticket volume forecasting (expected vs. actual) to proactively manage capacity and prevent bottlenecks
• Monitor performance trends and identify risks early-escalating issues with clarity and urgency
• Act solution-oriented with a strong focus on customer satisfaction, while always protecting the company's interests
• Recruit, onboard, and develop high-performing CS agents across the DACH region
• Foster a culture of excellence, ownership, and continuous improvement-with high engagement and strong results
• Lead by example-set clear expectations around quality, productivity, and customer-centric behavior
• Serve as a sparring partner for team members-coaching, providing feedback, and supporting both operational and personal development
• Delegate tasks effectively, ensuring clarity of ownership and alignment with individual strengths
• Hold the team accountable for agreed objectives, service standards, and performance metrics
• Conduct regular performance check-ins, feedback sessions, and development discussions
• Take ownership of addressing underperformance-including setting performance improvement plans and making tough personnel decisions when necessary
• Work closely with your manager, the Customer Service Lead, to drive continuous improvements and embed new ideas into daily operations
• Ensure tight collaboration between the DACH team and cross-functional stakeholders (Operations, Marketing, Campaigns)
• Coach direct reports to communicate customer feedback in a structured, proactive way-surfacing root causes, not just surface-level fixes
• Ensure that issues are durably resolved-with sustainable solutions that prevent recurrence
• Plan shifts in alignment with campaign volumes to deliver consistently high-quality support at all times
• Coordinate schedules of mini-jobbers and freelancers to ensure optimal team coverage
• Review and validate freelancer invoices
• Ensure mini-jobbers working hours are recorded accurately and on time in the HR system
• Approve and monitor vacation requests to safeguard team capacity
• Stay hands-on by supporting the team with ticket handling and daily tasks-keeping a real-time pulse on operational reality

Requirements:

• 2-4+ years of experience in Customer Service, including team leadership in an e-commerce or D2C environment
• Proven people management skills - experience leading teams of 8+ with varying contract structures
• Strong command of CS KPIs and the ability to translate data insights into concrete, actionable measures
• Hands-on experience with CS and e-commerce tools such as Gorgias, Shopify, Klaviyo, or similar platforms
• Native-level German (C2) and strong business-level English - confident across all stakeholder levels
• Experience with shift planning and workforce coordination, including freelancers and Minijobbers