Customer Care Operations – Partner Manager

DOONAILS - We're hiring!

Customer Care Operations & Partner Manager coordinating support network for Doonails' beauty products and partners. Ensuring high quality service for customers with a focus on process optimization.

Posted 7/28/2026full-timeRemote • 🇩🇪 GermanyJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer care operations, optimizing workflows, and leveraging modern support tools and automation to enhance service delivery. Proficient in analyzing KPIs to drive performance improvements and ensure high-quality customer experiences.

Highest-signal resume keywords

Customer Care ManagementKPI AnalysisWorkflow OptimizationVendor ManagementBilingual Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportProcess OptimizationPerformance ReportingTicket ManagementQuality Assurance

Soft Skills

Structured CommunicationTeam CoordinationProblem SolvingAdaptabilityAttention to Detail

Tools & Technologies

AI Support ToolsSelf-Service PlatformsCommunity Support Systems

Industry Keywords

E-CommerceD2CScale-Up EnvironmentCustomer Satisfaction (CSAT)First Response Time

About the role

Key responsibilities & impact

You act as a Key Account Manager for our Customer Care partner network: you coordinate resources, optimize workflows, and ensure every customer receives the best possible service.
You manage our external support team, organize briefings, onboard new partners, and continuously provide everyone with up-to-date product and process information.
You monitor First Response Time, CSAT, ticket backlog, and resolution rates closely and report regularly on performance trends.
Through targeted ticket reviews you ensure our quality standards, provide structured feedback, and continuously develop our customer service guidelines.
You refine workflows, escalation rules, and macros while actively driving digitization and automation (e.g., AI support tools).
You work closely with Product, Marketing, and SCM to ensure all relevant information reaches the partner network in a timely manner.
You track modern customer service trends (AI, self-service, community support) and run pilot projects to continuously improve our service experience.

Requirements

What you’ll need

Several years of experience in Customer Care / Customer Support, ideally in e‑commerce, D2C, or scale-up environments.
Proven experience managing external vendors, partner agencies, or freelancer teams.
You love structured workflows, think in terms of efficient processes, and have strong enthusiasm for modern support tools and automation.
KPIs are your guide: you read support reports independently and derive concrete optimizations from them.
You keep an overview even during busy periods, work extremely structured, and communicate clearly, respectfully, and reliably.
Very good German and English skills, both written and spoken.

Benefits

Comp & perks

💸 Fair compensation, tailored to your qualifications and experience
🤝 A true ownership role with significant trust and room to shape things
🇪🇺 100% remote within Germany: work flexibly from anywhere
📈 Growth opportunities: take on responsibility and bring your ideas directly into the company
📚 €1,300 training budget per year for your personal development
🧘 Nilo Health access included — we care about mental health
💪🏼 Urban Sports membership
💼 Coworking space or home office equipment? We cover the costs!
🇨🇾 Workations in Cyprus — our office is always open to you
🥳 Team events across Europe, because a strong team is everything