Customer Care Back Office Advisor (m/f/d)

Westwing; New Munich (MN); Hybrid; USD 47,000 - 63,000; Full time

Benefits offered by this job

Hybrid work model

Work-from-anywhere up to 4 weeks

30 days paid holiday

Dog-friendly office

Exclusive discounts

Wellbeing resources

Sustainable mobility options

Westwing daycare

Social Impact Day

Team rituals

Job summary

Westwing is hiring a Customer Care Back Office Advisor in Munich to support the ongoing customer experience across markets. You will coordinate with suppliers, carriers, and warehouses, assist with claims and escalations, and document issues across the customer journey.

The role requires strong organizational and communication skills, a customer-first mindset, and fluency in English and German. A hybrid work setup applies, with opportunities for cross-team collaboration and process improvements.

Qualifications

• Experience in Customer Service, Customer Support, or a similar customer-facing role.
• Strong organisational skills with the ability to prioritise effectively in a fast-paced environment.
• Ability to collaborate confidently with multiple internal teams and external partners to find customer-focused solutions.
• Strong customer-first mindset combined with empathy and professionalism.
• Excellent communication, stakeholder management and problem-solving skills.
• Fluency in English and German.

Responsibilities

• Support the management and resolution of customer issues by coordinating with external partners, including suppliers, carriers, and warehouses
• Assist the Front Office team with customer claims and escalations, ensuring timely and effective resolutions
• Monitor and document issues and process gaps throughout the customer journey, from purchase to delivery
• Collaborate closely with Logistics Operations, Finance, Quality, Supply Chain, and other internal stakeholders to resolve cases and improve processes
• Identify recurring customer needs and contribute to continuous service and process improvements
• Ensure a high standard of quality, accuracy, and professionalism across all customer-related communications and case management activities

Skills

Customer service

Organisational skills

Collaboration

Customer-first mindset

Communication

English & German

Job description

JOIN OUR TEAM

As a Customer Care Back Office Advisor, you are part of the team that supports the everyday customer experience at Westwing. You will work behind the scenes to support customer inquiries, resolve issues, and make sure every customer receives efficient, helpful, and solution-oriented support throughout their journey. Your day-to-day work covers a wide range of customer care topics across the different markets in which Westwing operates, from product and payment-related questions to delivery topics, returns, and collections. You will work closely with our Front Office team and external partners to coordinate solutions, ensure customer concerns are addressed effectively, and help deliver the best possible outcome in a timely manner. Bringing reliability, empathy and a strong solution-oriented mindset to every interaction, you will play a key role in strengthening customer loyalty and reflecting our brand values at every customer touchpoint. This position is unlimited and based in Munich.

WHAT YOU'LL DO

• Support the management and resolution of customer issues by coordinating with external partners, including suppliers, carriers, and warehouses
• Assist the Front Office team with customer claims and escalations, ensuring timely and effective resolutions
• Monitor and document issues and process gaps throughout the customer journey, from purchase to delivery
• Collaborate closely with Logistics Operations, Finance, Quality, Supply Chain, and other internal stakeholders to resolve cases and improve processes
• Identify recurring customer needs and contribute to continuous service and process improvements
• Ensure a high standard of quality, accuracy, and professionalism across all customer-related communications and case management activities

YOU COME WITH

• Experience in Customer Service, Customer Support, or a similar customer-facing role
• Strong organisational skills with the ability to prioritise effectively in a fast-paced environment
• Ability to collaborate confidently with multiple internal teams and external partners to find customer-focused solutions
• Strong customer-first mindset combined with empathy and professionalism
• Excellent communication, stakeholder management and problem-solving skills
• Fluency in English and German

WHY WESTWING

• High-performance culture built on trust, feedback and collaboration
• Inspiring, international environment that empowers you to think big, take ownership, and grow beyond your comfort zone
• Flexible hybrid setup with 3 office days per week - because strong connections and quick collaboration make great ideas happen
• Work-from-anywhere opportunities for up to 4 weeks per year - as fresh perspectives spark bold ideas
• 30 days of paid holiday to rest, recharge, and come back ready to create
• A beautiful, centrally located, dog-friendly office with inspiring spaces, a sunny terrace, and good food - designed for moments that energise and connect
• Exclusive discounts - 40% off Westwing Collection, 20% off third-party brands (each on non-reduced items), 10% Family & Friends discount, plus special-occasion vouchers
• Wellbeing support through mental health resources, sports memberships, and preventive care
• Sustainable mobility options with discounted public transport and JobRad - moving with purpose and care for the planet
• Support for working parents, including our on-site Westwing Wichtel daycare and a partnership with multilingual provider Elly & Stoffl
• One annual Social Impact Day to give back to a cause you care about - because being human is our true superpower
• Team rituals that celebrate results and togetherness - from Movie Nights and Oktoberfest to Summer & Winter Parties

ABOUT US

Westwing, Europe’s #1 in Beautiful Living e-commerce, is present in 20+ European countries and achieved a GMV (Gross Merchandise Volume) of EUR 507 million in 2025. As Europe’s premium one-stop destination for Design Lovers, it offers a unique brand experience with a carefully curated assortment of the Westwing Collection and 3rd party design brands. The integrated platform combines Shop, Daily Specials, Stores, the B2B Service (Westwing Business) and the Westwing Design Service. Westwing's team works together on its shared purpose to "Excite people to create homes that unlock the full beauty of life". Founded in 2011, Westwing is headquartered in Munich and went public on the Frankfurt Stock Exchange in October 2018. Our team is a diverse group of professionals aiming for high performance, working together at a fast pace in an inspiring, international and informal environment that enables you to grow your career while working with a brand and products our customers love.