The Better Cat

Customer Support

• Customer support ownership: You respond to inquiries from our cat owners daily via email, chat and social media — quickly, empathetically and always with the right tone.
• Service quality & KPIs: You monitor key metrics such as First Response Time, CSAT and One-Touch Resolution rate and actively work to continuously improve them.
• Consultative advice: You advise our community on nutrition, products, subscriptions and deliveries — using our internal knowledge base and expert input.
• Shopify & subscription management: You handle orders, returns, subscription adjustments and complaints accurately and independently in Shopify and our helpdesk.
• Cross-functional collaboration: You act as the liaison between customers and our teams in Operations, Product and Marketing — you provide structured feedback and help solve recurring issues permanently.
• Processes & scaling: You help develop our Customer Care processes, templates and knowledge base so we can continue to deliver top service as volume grows.
• Escalation management: In difficult cases you keep a cool head, find pragmatic solutions and protect both our customers and the company.

Customer Care Manager

Social Media Manager

• Social Media Strategy & Content Ownership: You develop and manage our social media strategy across Instagram, TikTok & co. — using creative, data-driven approaches.
• Content Creation: You plan, shoot and edit videos, Reels & Stories independently — and also take on an on-camera role yourself.
• Community Management & Growth: You grow our cat community further, actively interact with followers and promote engagement.
• Creator & Brand Collaborations: You identify and recruit suitable content creators & brands for collaborations and establish long-term partnerships.
• Campaign Management: From product launches to seasonal promotions — you plan and lead campaigns from A to Z.
• Performance Analysis: You measure the success of your content and optimize it based on data to achieve maximum reach & conversion.
• Trend Scouting: You stay up to date with the latest social media trends and implement innovative ideas for our brand.

Content and Social Media Manager

Performance Marketing

• Creative Engineering & Testing – Develop, test, and optimize advertising creatives
• Research & Creative Insights – Analyze customer feedback and translate it into test ideas
• Ad Scripts & Briefings – Write scripts and create clear briefings
• Production & Shooting Support – Support shoots and productions
• Performance Analysis & Iteration – Analyze creative performance and develop new iterations
• Customer Journey & Funnels – Optimize the customer journey and build direct-response funnels
• AI & Modern Tools – Use AI tools for research, scripting, and iteration

Performance Marketing Manager – Creative Engineering

Creative Strategist

• Creative Strategy & Creative Engineering: Du entwickelst starke Hooks, Angles, Storylines und Formate für Performance Ads auf Meta, TikTok, YouTube & Co. – mit Fokus auf Wirkung, Skalierung und Conversion
• Research & Insights: Du analysierst täglich Kundenfeedback, Reviews, Ad-Kommentare, Community-Chats, Wettbewerber und Trends – und übersetzt diese Insights in konkrete Creative-Ideen und Briefings
• Skripte & Briefings: Du schreibst Ad-Skripte für UGC-, Creator- und Founder-Ads und erstellst klare, performancelastige Briefings für: UGC Creator Influencer interne Video- & Editing-Ressourcen
• Production & Shooting Support: Du unterstützt unseren Video-Guy bei Shootings, Produktionen und Iterationen – von der Vorbereitung über Setups bis zur kreativen Umsetzung
• Performance-Analyse & Iteration: Du analysierst die Performance von Creatives gemeinsam mit dem Media-Buying-Team, leitest Learnings ab und entwickelst neue Creative-Iterationen und Test-Ansätze
• Customer Journey & Funnels: Du arbeitest aktiv an der Optimierung unserer Customer Journey mit und hilfst beim Aufbau von Direct-Response-Funnels für Neukunden, Retargeting und Bestandskunden
• AI & Tooling: Du nutzt moderne Tools und AI für Research, Skripte, Ideenfindung und Iteration – und hast keine Angst vor neuen Workflows oder Experimenten

Customer Care Manager

Content and Social Media Manager

Performance Marketing Manager – Creative Engineering

Creative Strategist – Performance Advertising