Project Manager, Customer Service

• Independently manage one or more customer service projects
• Serve as the primary point of contact for clients
• Conduct regular coordination meetings with clients
• Gather requirements and implement them in collaboration with the team
• Ensure that agreed service-level, quality, and productivity targets are met
• Manage projects in collaboration with team leaders, Workforce Management, and Quality Management
• Monitor KPIs, prepare reports, and define corrective actions in the event of deviations
• Support new projects from the outset
• Coordinate training and onboarding
• Handle escalations

• German at native-speaker level or at least C1/C2 proficiency, both written and spoken
• At least 2 years of professional experience as a Project Manager or Account Manager in Customer Service
• Knowledge of key customer service metrics such as service level, accessibility, AHT, and quality scores
• Understanding of how customer service metrics are influenced
• Confident and professional manner when dealing with clients
• Clear communication skills
• Ability to keep track of multiple topics and priorities simultaneously
• Structured, independent, and solution-oriented approach to work
• Proficiency in Excel or Google Sheets
• Familiarity with common CRM and ticketing systems

• 100% remote, regardless of where you live in the world
• Responsibility for projects involving well-known brands
• Plenty of opportunity to shape processes and outcomes
• Short communication channels and fast decision-making
• Close collaboration with senior management
• Supportive team
• Work for a growing employer