Customer Service Manager – Product Implementation & Controlling (all genders)

bekuplast GmbH; Hamburg; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

ABOUT YOU in Hamburg seeks a customer service systems specialist to design, configure, and maintain the CS landscape, integrating interfaces and reporting tools. The role focuses on optimizing CX and AX, ensuring reliable operation of applications, and driving continuous improvement through QA and documentation.

Fluency in German and English, CRM experience with Zendesk, and a proactive, analytical mindset are essential.

Qualifikationen

• Completed degree with relevant professional experience, or equivalent.
• Fluent in German and English with strong written and verbal communication skills.
• Solid experience with CRM systems, such as Zendesk.
• Strong understanding of Customer Service operations; knowledge of KPIs is desirable.
• Previous experience in the E-Commerce industry is a plus.
• Enjoy working with technical systems and data-driven environments.
• Highly motivated with a structured, proactive, and independent way of working.
• Strong business acumen and analytical thinking skills.
• Hands-on mentality with excellent problem-solving and organizational abilities.

Aufgaben

• Manage implementation, optimization, and innovation projects, collaborating with external partners where required and coordinating closely with internal stakeholders
• Design, configure, and maintain the Customer Service systems landscape, including the integration of various interfaces and reporting solutions
• Analyze operational business drivers and derive measures to optimize both the customer experience (CX) and agent experience (AX)
• Ensure the reliable operation and availability of applications and systems
• Own the documentation, continuous improvement, and rollout of best practices, guidelines, and operational standards
• Independently plan and execute functional testing and quality assurance (QA) activities
• Act as a key point of contact for external vendors and cross-functional internal teams

Kenntnisse

German language

English language

Analytical thinking

Problem solving

Structured working

Ausbildung

Bachelor's degree

Tools

Zendesk

Jobbeschreibung

ABOUT YOU is one of Europe’s fastest growing e-commerce companies. Based in Hamburg and Berlin, we operate at the intersection of fashion and technology. Our mission is to rethink online shopping and make it personal and seamless. This takes more than good ideas. It takes people who take initiative and challenge the status quo. We believe in flat hierarchies, direct communication, and pragmatic decisions. No long approval chains. Just ownership, trust, and clear responsibility. We work hard, but we also believe in enjoying the ride together – over team lunches, afterwork drinks, company events, or a quick coffee in between meetings. If this sounds like you, ABOUT YOU could be the right place to bring in your perspective.

• Manage implementation, optimization, and innovation projects, collaborating with external partners where required and coordinating closely with internal stakeholders
• Design, configure, and maintain the Customer Service systems landscape, including the integration of various interfaces and reporting solutions
• Analyze operational business drivers and derive measures to optimize both the customer experience (CX) and agent experience (AX)
• Ensure the reliable operation and availability of applications and systems
• Own the documentation, continuous improvement, and rollout of best practices, guidelines, and operational standards
• Independently plan and execute functional testing and quality assurance (QA) activities
• Act as a key point of contact for external vendors and cross-functional internal teams

• Completed degree combined with relevant professional experience, or an equivalent combination of knowledge and practical experience
• Fluent in both German and English, with strong written and verbal communication skills
• Solid experience working with CRM systems, such as Zendesk
• Strong understanding of Customer Service operations; basic knowledge of performance metrics and KPIs is desirable
• Previous experience in the E-Commerce industry is a plus
• Enjoy working with technical systems and data-driven environments
• Highly motivated, with a structured, proactive, and independent way of working
• Strong business acumen and analytical thinking skills
• Hands-on mentality with excellent problem-solving and organizational abilities

A Place Where You Can Be You
We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are.
Different backgrounds and perspectives make us stronger and shape our culture in ways that matter.
What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.