Customer Service Manager - Process & Tooling Projects (E-commerce)

TL;DR

Customer Service Manager - Process & Tooling Projects (E-commerce): Leading the implementation and optimization of customer service technologies and strategic initiatives with an accent on operational efficiency and tool integration. Focus on bridging the gap between business stakeholders and technical teams to build scalable support solutions.

Location: Hamburg, Germany

Company

hirify.global is one of Europe’s fastest growing e-commerce companies operating at the intersection of fashion and technology.

What you will do

• Lead the implementation, rollout, and continuous optimization of new technologies and customer service tools.
• Own end-to-end planning and execution of strategic projects to improve operational efficiency.
• Translate strategic initiatives into scalable operational solutions for customer support.
• Act as the central point of contact between operational stakeholders and technical teams (IT, Product, Developers).
• Analyze operational bottlenecks and translate business requirements into actionable technical scopes.
• Evaluate new software solutions and digital tools to future-proof the customer service landscape.

Requirements

• Professional experience in project management or product coordination within Customer Service or E-Commerce.
• Solid understanding of modern customer service systems (CRM, ticketing, routing, or automation tools).
• Experience structuring workflows and managing multi-disciplinary teams.
• Strong stakeholder management and communication skills to bridge business and technical teams.
• Fluent in English and German (both written and spoken) is required.
• Completed degree in Business, Technology, or a comparable background.

Culture & Benefits

• Environment with flat hierarchies, direct communication, and pragmatic decision-making.
• Culture of ownership, trust, and clear responsibility.
• Social integration through team lunches, afterwork drinks, and company events.
• Commitment to acceptance, inclusion, and diversity.