Customer Care Manager

The Better Cat

Customer Care Manager for The Better Cat, connecting with cat owners via email, chat, and social media. Focusing on providing empathetic, efficient support and improving service KPIs.

Posted 6/4/2026full-timeHamburg • 🇩🇪 GermanyJuniorMid-Level💰 €36,000 - €42,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

At least 2 years of experience in customer care, customer service or customer support — ideally in a consumer goods, D2C or e-commerce environment.
Strong communication skills: You write clearly, kindly and concisely — even when things get busy.
Tool affinity: Experience with helpdesk systems (e.g., Gorgias, Zendesk, Freshdesk), Shopify and ideally Klaviyo. Experience with AI tools like Claude or ChatGPT is a big plus.
Data & service mindset: You know the most important CS metrics and understand how to turn customer feedback into concrete improvements.
Empathy & ownership: You tackle real problems with a solution-oriented approach — not just closing tickets. You proactively contribute ideas for improvement.
Languages: German at native level (C2) and good English (at least B2) for internal team communication.
Passion for cats & animal health: You will work daily with a community of cat owners who love their pets.

Benefits

Comp & perks

A small, ambitious team that takes your ideas seriously and where you can make real impact — not a call center, but genuine brand building.
Experts from different disciplines from whom you can learn everything — from Operations to Product to Marketing.
A relaxed office in HafenCity with everything you need.
Regular team events — from the Christmas party to coffee walks, community events or a visit to a cat café.
Flexible working hours — remote or on-site.
Generous discounts on our products — because your cat deserves the best!
Additional perks: free drinks, a Deutschland-Ticket and a Wellpass membership.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer carecustomer servicecustomer supportFirst Response TimeCSATOne-Touch ResolutionShopifyhelpdesk systemsdata analysissubscription management

Soft Skills

communication skillsempathyownershipsolution-oriented approachcollaborationproblem-solvingadaptabilityfeedback provisionorganizational skillsproactive mindset