E-Commerce Customer Support Manager

Jobtailor; Deutschland; Remote; EUR 52.000 - 70.000; Vollzeit

Zusammenfassung

Jobtailor in Germany is seeking an experienced Customer Support Strategist to independently plan, coordinate, and evaluate support across Amazon, Otto, and email. You will develop and implement support strategies, response workflows, escalation processes, and templates, while collaborating with online channels, Sales, and Content teams to drive service improvements.

Key focus areas include KPI monitoring, self-service content optimization, and trend analyses to derive concrete product and

Qualifikationen

• Experience in customer support strategy development and cross-channel coordination.
• Ability to monitor and report on KPIs (response times, CSAT, rating trends).
• Familiarity with Amazon Seller Central workflows and buyer protections.
• Excellent written communication and ability to adapt tone to brand guidelines.

Aufgaben

• Independently plan, coordinate, and evaluate customer support across Amazon, Otto, and email.
• Develop and implement support strategies, response workflows, escalation processes, and templates.
• Collaborate with online channels, Sales, and Content teams to improve service quality.
• Monitor competitors’ customer inquiries, reviews, and complaints to identify gaps.
• Optimize FAQs, product descriptions, and email templates to reduce tickets.
• Conduct service audits and KPI analyses to improve response times and satisfaction.

Kenntnisse

Customer support strategy

KPI monitoring

Amazon Seller Central

Written communication

Project management

Tools

Amazon Seller Central

Otto Partner Connect

Email/helpdesk systems

Jobbeschreibung

• Independently plan, coordinate, and evaluate the success of customer support across Amazon, Otto, and email
• Develop and implement support strategies, response workflows, escalation processes, self-service content, and response templates
• Collaborate with online channels, Sales, and the Content team
• Monitor competitors with regard to customer inquiries, reviews, and complaints
• Optimize FAQs, product descriptions, and email templates
• Conduct service audits covering response times, tone of voice, solution quality, and customer satisfaction
• Conduct trend and opportunity analyses based on customer feedback, reviews, and ticket data
• Derive concrete improvements for products, content, and processes
• Support the monitoring and reporting of relevant support KPIs, such as response and resolution times, CSAT, review ratings, and repeat-contact rate

Requirements

• Initial experience in customer support, ideally in a young, growing company
• High degree of self-motivation and ownership
• Passion for structured work and project management
• Ability to maintain an overview of numerous open tickets across multiple channels
• Willingness to quickly learn new tools and channel-specific workflows
• Experience with or interest in Amazon Seller Central, Otto Partner Connect, and email/helpdesk systems
• Openness and strong communication skills
• In-depth understanding of the Amazon channel, including the A-to-z Guarantee, buyer protection, reviews, and Voice of the Customer
• Initial exposure to Otto is a plus
• Interest in new technologies and current e-commerce trends, particularly service automation, AI-assisted responses, and self-service
• Strong written communication skills
• Ability to communicate complex matters clearly, courteously, and in line with the brand
• Creativity and willingness to contribute your own ideas

Core Competencies

Demonstrates expertise in customer support strategy development, response workflow optimization, and KPI monitoring, with a strong focus on enhancing customer satisfaction and operational efficiency across multiple channels. Proficient in utilizing tools like Amazon Seller Central and Otto Partner Connect to drive service improvements and implement self-service solutions.

Highest-signal resume keywords

• Customer Support Strategy Development
• KPI Monitoring and Reporting
• Amazon Seller Central Experience
• Strong Written Communication Skills
• Project Management

ATS Optimization Keywords

Hard Skills

• Customer Support
• Response Workflow Optimization
• Service Audits
• Trend Analysis
• Self-Service Content Development

Soft Skills

• Self-Motivation
• Ownership
• Creativity
• Strong Communication Skills
• Ability to Learn Quickly

Industry Keywords

• E-Commerce Trends
• Service Automation
• A-to-z Guarantee
• Voice of the Customer
• Customer Satisfaction

Tools & Technologies

• Amazon Seller Central
• Otto Partner Connect
• Email/Helpdesk Systems