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Customer Support Lead – m/f/d
Edubini GmbHLead the Customer Support team and manage complex tickets at an E-Commerce scale-up. Develop SOPs and automate workflows in a dynamic environment.
About the role
Key responsibilities & impact- Ticket handling: You independently process email inquiries through our ticket management system.
- Process optimization: You create and maintain SOPs, macros and response templates, and continuously improve them.
- Automation: You set up triggers, automations and workflows to automate recurring inquiries.
- KPI management & forecasting: You manage support using KPIs such as ticket-to-order ratio, FRT (first response time) and CSAT.
Requirements
What you’ll need- Minimum of 2 years of relevant experience in customer support at a D2C e‑commerce company.
- Confident using Zendesk, Gorgias or a comparable helpdesk tool.
- Experience with Shopify (order management, refunds).
- Data-driven support management and familiarity with key KPIs such as ticket-to-order ratio, CSAT and FRT.
- Proven experience building macros, automations or workflows independently within a ticketing tool.
- Fluent in German and English (business fluent).
Benefits
Comp & perks- Attractive compensation & real career advancement — high performance is recognized and exceptional commitment is rewarded.
- Career without office politics & rigid hierarchies — no long waits for promotions; as you grow, responsibilities grow with you.
- Flexible working to suit you — remote, hybrid or in-office — you choose.
- Team trips & great offsites — team events, workations and a culture where performance and fun go hand in hand.
- State-of-the-art equipment — MacBook, height-adjustable desk and everything you need to perform at your best.
- Modern office in Speicherstadt, Hamburg — an inspiring workplace with views of the Elbphilharmonie in the heart of the city.
ATS Keywords
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Hard Skills & Tools
Process OptimizationSOP CreationMacro DevelopmentWorkflow AutomationData-Driven Decision Making