E-Commerce Customer Support Manager – Minijob
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Job Description
Customer Support Manager für Thirus E-Commerce-Küchen- und Haushaltsprodukte auf Amazon, Otto und im Shop. Planung, Optimierung und Auswertung des Kundenservice über mehrere Kanäle.
Responsibilities:
- Independently plan, coordinate, and evaluate the performance 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 and analyze how other brands handle customer inquiries, reviews, and complaints
- Continuously 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, including response and resolution times, CSAT, review ratings, and repeat-contact rate
Requirements:
- Initial experience in Customer Support, ideally in a young company with a similar drive and motivation
- High level of self-motivation and ownership
- Passion for structured work and project management
- Ability to maintain an overview when managing numerous open tickets across multiple channels
- Willingness to quickly learn new tools and channel-specific processes
- Experience with or knowledge of Amazon Seller Central, Otto Partner Connect, and email/helpdesk systems
- Openness and strong communication skills when interacting with customers
- In-depth understanding of the Amazon channel, including the A-to-z Guarantee, buyer protection, reviews, and the Voice of the Customer
- Ideally, initial experience with Otto
- Interest in new technologies and current e-commerce trends, particularly service automation, AI-assisted responses, and self-service
- Strong written communication skills and the ability to communicate complex matters clearly, courteously, and in line with the brand
- Creativity and willingness to contribute your own ideas
Benefits:
- Remote work or office-based work in Olpe
- 100% flexible working hours
- Very young and dynamic team
- Attractive bonuses for achieving milestones
- Personal professional development budget
- Potential for a full-time position and leadership role in the near future
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