Customer Service Manager:in

About the Role

Nom Originals is looking for a customer service professional to be the first point of contact for its community in Berlin. In this role, you’ll make sure every customer message is answered with the right tone, careful attention, and a practical solution. The position plays an important part in shaping a female-first brand with a strong focus on positive energy and solid expertise.

Customer Tickets and Communication

• Handle incoming tickets and chat conversations in Gorgias quickly, kindly, and with a strong focus on resolving issues.
• Check order details and keep customers informed about delivery progress in a clear and transparent way.
• Keep an eye on open cases, follow up where needed, and make sure no request is left unresolved.
• Reach out proactively when there are changes so customers are updated before they need to ask.

Logistics and Order Management

• Review order status and communicate shipment progress clearly to customers.
• Work closely with logistics partners to resolve shipping issues, missing parcels, and delivery delays.
• Coordinate address updates, order corrections, and other change requests accurately.

Refunds and Returns

• Process returns, exchanges, and refunds independently and accurately.
• Handle complaints calmly and with empathy, even when situations are challenging.
• Resolve credit notes, partial refunds, and special cases according to company guidelines.
• Keep customer information and case progress documented cleanly in the customer service system.

Internal Collaboration and Process Improvement

• Identify recurring issues, raise them within the team, and help turn them into helpful knowledge base content.
• Coordinate closely with logistics, purchasing, and the wider team so the right information reaches the right people at the right time.
• Contribute to improving customer service workflows and response templates.

What You Bring

You should have at least 3 years of experience in customer service, ideally in e-commerce or fashion. Strong written communication in both German and English is important, as is hands-on experience with tools such as Gorgias. You’ll need to work independently, stay organized, and remain composed even when many tickets are open at once. It should be easy for you to decide when to solve something on your own and when to involve someone else.

Fit and Working Style

The ideal person is detail-oriented, proactive, and comfortable juggling several tasks at the same time. You should enjoy working in a small, fast-moving team and bring positive energy to daily collaboration. A strong service mindset matters here: the goal is to leave customers feeling better after your message than before it.

Benefits

• Annual team trips to attractive destinations
• Company Mac
• Flexible working hours
• Training and development opportunities
• Travel expense reimbursement
• Employee discount across all collections

Hiring Process

• Introductory conversation lasting 10 minutes
• Case study or Q&A session lasting 45 minutes
• Conversation with the founders lasting 45 minutes
• Meet the team