E-Commerce Customer Support Manager – Minijob

• 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

• 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

• 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