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

About You; Hamburg; On-site; EUR 60,000 - 90,000; Full time

Job summary

ABOUT YOU in Hamburg is seeking a Customer Service Systems Lead to design, configure, and maintain the CX/AX systems landscape and coordinate with external vendors.

You will analyze operational drivers, ensure reliability, and roll out best practices while collaborating with internal teams. Fluent German and English, a degree, and CRM experience are required; ecommerce background is a plus.

Qualifications

• Degree plus relevant experience required.
• Fluent in German and English, with strong communication.
• CRM experience with Zendesk is essential.
• Strong CX operations knowledge; KPIs desirable.

Responsibilities

• Manage implementation, optimization, and innovation projects with external partners and internal teams.
• Design, configure, and maintain the Customer Service systems landscape.
• Analyze operational drivers to improve CX and AX.
• Ensure reliable operation and availability of applications.
• Plan and execute QA activities and coordinate with vendors.

Skills

German & English

E-Commerce experience

Data-driven

Analytical thinking

Proactive & independent

Education

Bachelor's degree or equivalent

Tools

Zendesk

Job description

• Full-time

Company Description

ABOUT YOUis 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.

Job Description

• 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

Qualifications

• 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

Your perks at a glance:

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.