Thiru GmbH

Ecommerce

• Eigenverantwortliche Planung, Koordination und Erfolgsbewertung des gesamten Customer Supports über unsere Kanäle Amazon, Otto und Mail.
• Entwicklung und Umsetzung neuer Support-Strategien – von Antwort-Workflows über Eskalationsprozesse bis hin zu Self-Service-Inhalten und Antwort-Templates
• Wichtige Schnittstelle und regelmäßiger Austausch mit den Online-Kanälen, Vertrieb und dem Content Team
• Monitoring der Konkurrenz – wie reagieren andere Marken auf Kundenanfragen, Reviews und Beschwerden, und was können wir daraus lernen
• Laufende Optimierung unserer kundenrelevanten Inhalte (FAQs, Produktbeschreibungen, Mailvorlagen) in enger Zusammenarbeit mit dem Content-Team
• Eigenständige Service-Audits – Antwortzeiten, Tonalität, Lösungsqualität und Kundenzufriedenheit über alle drei Kanäle hinweg
• Trend- und Potenzialanalysen auf Basis von Kundenfeedback, Reviews und Ticketdaten und Ableitung konkreter Verbesserungen für Produkt, Content und Prozesse
• Unterstützung beim Monitoring und Reporting der relevanten Support-KPIs (Reaktions- und Lösungszeiten, CSAT, Review-Ratings, Wiederholungsquote)

E-Commerce Customer Support Manager

• You will be responsible for independently planning, coordinating and evaluating the success of all customer support across our Amazon, Otto and email channels.
• Develop and implement new support strategies – from reply workflows and escalation processes to self-service content and response templates.
• Act as an important interface and maintain regular communication with online channels, sales and the content team.
• Monitor competitors – how other brands handle customer inquiries, reviews and complaints, and identify lessons we can apply.
• Continuously optimize customer-facing content (FAQs, product descriptions, email templates) in close collaboration with the content team to proactively reduce inquiries and improve service quality.
• Conduct service audits independently – response times, tone, solution quality and customer satisfaction across all three channels.
• Perform trend and opportunity analyses based on customer feedback, reviews and ticket data, and derive concrete improvements for product, content and processes.
• Support monitoring and reporting of relevant support KPIs (response and resolution times, CSAT, review ratings, repeat-rate).

E-commerce Customer Support Manager, Minijob (part-time)

• Planung, Koordination und Erfolgsbewertung des gesamten Customer Supports
• Entwicklung und Umsetzung neuer Support-Strategien
• Austausch mit den Online-Kanälen, Vertrieb und dem Content Team
• Monitoring der Konkurrenz und laufende Optimierung
• Eigenständige Service-Audits durchführen
• Trend- und Potenzialanalysen auf Basis von Kundenfeedback
• Unterstützung beim Monitoring und Reporting der relevanten Support-KPIs

E-Commerce Customer Support Manager, Minijob Basis

• You will be responsible for independently planning, coordinating and evaluating the success of the entire customer support across our channels (Amazon, Otto and email).
• Develop and implement new support strategies — from response workflows and escalation processes to self-service content and reply templates.
• Act as a key liaison and maintain regular communication with online channels, sales and the content team.
• Monitor competitors — how other brands respond to customer inquiries, reviews and complaints, and what we can learn from them.
• Continuously optimize customer-facing content (FAQs, product descriptions, email templates) in close collaboration with the content team to proactively reduce inquiries and improve service quality.
• Conduct independent service audits — response times, tone, solution quality and customer satisfaction across all three channels.
• Perform trend and opportunity analyses based on customer feedback, reviews and ticket data, deriving concrete improvements for product, content and processes.
• Support monitoring and reporting of relevant support KPIs (response and resolution times, CSAT, review ratings, repeat rate).

E-Commerce Customer Support Manager

E-commerce Customer Support Manager, Minijob (part-time)

E-Commerce Customer Support Manager, Minijob Basis

E‑Commerce Customer Support Manager, Mini‑Job Basis (m/f/d)