Customer Service Manager

Digital Waffle; Berlin; On-site; EUR 55,000 - 65,000; Full time

Benefits offered by this job

Employee perks including discounts

Team events

Modern office with terrace

Opportunities for development

Job summary

A fast-growing e-commerce logistics provider based in Berlin is seeking a Senior Customer Service Manager to enhance B2B seller support. In this role, you will address inquiries through various channels, support seller onboardings, and work closely with teams across Europe to optimize fulfilment processes. The ideal candidate will be fluent in German and English, possess relevant customer support experience, and have a proactive, customer-focused attitude. This position offers a competitive salary of €55-65k, along with employee perks and professional development opportunities.

Qualifications

• Fluent in German and proficient in English; additional languages are a plus.
• Experience in customer support, preferably in an e-commerce or B2B environment.
• Familiarity with common office applications and tools like Zendesk.

Responsibilities

• Act as the primary contact for B2B sellers through various communication channels.
• Resolve customer inquiries swiftly, ensuring high levels of satisfaction.
• Support seller onboarding and help optimise fulfilment processes.
• Collaborate with colleagues across locations in Europe.

Skills

Fluent German

Strong English skills

Customer support experience

Process optimisation

Tools

Outlook

Word

Excel

Zendesk

SharePoint

Confluence

Job description

We are a fast-growing international e-commerce logistics provider, offering tailored fulfilment solutions across Europe. Every day, we support thousands of sellers with fast delivery, smooth operations, and excellent customer service. Our offices and warehouses are located in multiple countries, including Germany, the UK, and China.

The role

We are looking for a Senior Customer Service Manager to support and guide our B2B clients. You will be the key contact for sellers, helping them navigate our fulfilment services, resolve inquiries efficiently, and optimise their supply chain processes. You will also work closely with internal teams to continuously improve our products and processes.

Responsibilities

• Serve as the main point of contact for B2B sellers via email, phone, and chat
• Manage and resolve customer inquiries quickly and effectively, ensuring high satisfaction
• Build strong relationships with key accounts and take ownership of their support needs
• Support seller onboarding and provide guidance on optimising fulfilment processes
• Collaborate with colleagues across offices in Europe and globally
• Contribute to continuous improvement initiatives, working with Product, Operations, and other teams
• Help create a positive experience that turns sellers into advocates of our services

Your profile

• Fluent German and strong English skills; additional languages a plus
• Experience in customer support, ideally in e-commerce or B2B contexts
• Familiar with common office applications (Outlook, Word, Excel) and optionally tools like Zendesk, SharePoint, or Confluence
• Positive, patient, and customer-focused attitude
• Empathetic, proactive, and able to work independently
• Interested in process optimisation and continuous improvement
• Based in Berlin or surrounding area with the right to work in Germany

What we offer

• €55-65k depending on experience
• Employee perks including discounts, team events, and more
• Modern office with terrace and river views, plus free drinks and fruit
• Opportunities for personal and professional development through various projects