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Customer Support Lead
Edubini GmbHCustomer Support Lead managing German-speaking customer inquiries for rapidly growing E-Commerce startup. Overseeing ticket management, process optimization, and KPI-driven support in Hamburg.
About the role
Key responsibilities & impact- Ticket handling: You independently process emails through our ticket management system.
- Process optimization: You create and continuously improve SOPs, macros and response templates.
- Automation: You set up triggers, automations and workflows to automate recurring inquiries.
- KPI management & forecasting: You manage support using KPIs such as ticket-order ratio, FRT and CSAT.
Requirements
What you’ll need- You have at least 2+ years of relevant experience in customer support at a D2C e-commerce company.
- You are confident using Zendesk, Gorgias or a comparable helpdesk tool.
- You have experience with Shopify (order management, refunds).
- You manage support in a data-driven way and know key KPIs such as ticket-order ratio, CSAT and FRT.
- You have independently built macros, automations or workflows in a ticketing tool.
- You speak and write German and English at a business-fluent level.
Benefits
Comp & perks- Attractive compensation & real advancement opportunities – performance is recognized and exceptional effort is rewarded.
- A career without office politics & rigid hierarchies – no long waits for promotions; as you grow, your responsibilities grow with you.
- Flexible working that suits you – remote, hybrid or in-office – you decide.
- Team trips & cool offsites – team events, workations & a culture where performance and fun go together.
- State-of-the-art equipment – MacBook, height-adjustable desk & everything you need to perform at your best.
- Modern office in Hamburg's Speicherstadt – an inspiring workplace with views of the Elbphilharmonie in the heart of the city.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ticket managementprocess optimizationSOPsmacrosautomationKPI managementdata-driven decision makingorder managementrefunds
Soft Skills
independent workcommunicationproblem-solving