Junior Customer Service Manager

About the Role

As a Junior Customer Service Manager, you will play a crucial role beyond merely responding to support tickets. Acting as a vital link between customers, products, and internal teams, you will handle individual inquiries, identify patterns in recurring issues, and actively contribute to enhancing our customer service through innovative processes, automation, and AI applications.

Key Responsibilities

• Providing timely, empathetic, and effective support to customers through multiple communication channels.
• Managing and tracking support tickets independently while collaborating closely with IT and Product teams on technical matters.
• Overseeing complex or new customer queries and developing practical solutions.
• Recognizing frequent customer questions and challenges, then suggesting meaningful improvements to products and workflows.
• Driving efficiency and scalability in support processes by leveraging automation, AI-driven tools, chatbots, and smart ticket routing.
• Developing and enhancing templates, FAQs, help center materials, and internal guidelines to accelerate accurate customer responses.
• Contributing actively to the ongoing enhancement of the customer experience across various company products and brands.

Candidate Profile

• A passion for assisting customers with an ability to understand diverse needs and viewpoints.
• Some initial exposure to customer service, support, or e-commerce is preferred.
• Strong communication skills, capable of conveying professionalism and empathy, even during difficult interactions.
• Organized working style with ownership of tasks and consistent follow-through on pending issues.
• Familiarity with Zendesk or similar ticketing platforms is advantageous but not mandatory.
• Fluency in German, both written and spoken, is essential.
• Comfortable communicating with colleagues in English.