Customer Service Specialist (all genders)

ABOUT YOU; Hamburg; Vor Ort; EUR 45.000 - 65.000; Vollzeit

Zusammenfassung

ABOUT YOU in Hamburg is seeking a Last-Level Support specialist to handle complex customer inquiries and high-level complaints with autonomy, without direct phone contact. You will collaborate with Finance, Tech, and Legal to craft sustainable solutions and share insights across the team.

You will drive improvements with cross-functional teams, maintain clear English-language documentation, and take ownership of high-visibility initiatives from day one.

Qualifikationen

• Customer support experience is a plus, but motivated career-changers with strong problem-solving skills are welcome.
• Practical mindset and logical thinking count more than formal degrees or qualifications.
• Sharp analytical skills with a knack for deep-dive detective work and quick tool adoption.
• Strong written communication and service mindset for smooth internal collaboration.
• High initiative, structured working style, and hands-on attitude.

Aufgaben

• You will solve complex customer inquiries, claims, and high-level complaints via email with absolute autonomy and zero direct phone contact as true Last-Level Support.
• Root out issues using extended system permissions and collaborate directly with key internal partners across Finance, Tech, and Legal to craft sustainable solutions.
• Turn everyday case insights into action by driving continuous improvements alongside cross-functional teams.
• Partner with our QA team to monitor, evaluate, and elevate the performance standards of our external partners.
• Build and maintain clear English-language documentation to ensure critical operational insights are captured and shared seamlessly across the team.
• Take full accountability for special initiatives, complex edge cases, and high-visibility projects from day one.

Kenntnisse

Customer support

Problem solving

Analytical skills

Written communication

German language

English language

Team player

Jobbeschreibung

Company Description

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.

Job Description

• You will solve complex customer inquiries, claims, and high-level complaints via email with absolute autonomy and zero direct phone contact as true Last-Level Support
• Root out issues using extended system permissions and collaborate directly with key internal partners across Finance, Tech, and Legal to craft sustainable solutions
• Turn everyday case insights into action by driving continuous improvements alongside cross-functional teams
• Partner with our QA team to monitor, evaluate, and elevate the performance standards of our external partners
• Build and maintain clear English-language documentation to ensure critical operational insights are captured and shared seamlessly across the team
• Take full accountability for special initiatives, complex edge cases, and high-visibility projects from day one

Qualifications

• Customer support experience is a plus, but motivated career-changers with strong problem-solving skills are very welcome
• Practical mindset and logical thinking count more than formal degrees or qualifications
• Sharp analytical skills with a knack for deep-dive "detective work" and quick tool adoption
• Strong written communication and service mindset for smooth internal collaboration
• High initiative, structured working style, and hands-on attitude
• Business-fluent German and English skills (written and spoken)
• Collaborative team player who stays calm under pressure

Additional Information

Your perks at a glance: Visit our benefits page.

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.