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

Thiru GmbH

Customer Support Manager for Amazon/Shop at rapidly growing E-Commerce startup Thiru GmbH. Responsible for planning and coordinating customer support across various channels like Amazon, Otto, and Mail.

Posted 6/6/2026full-timeOlpe • 🇩🇪 GermanyMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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).

Requirements

What you’ll need

Some experience in support, preferably in a young, fast-moving company with a similar drive.
High self-motivation and a strong sense of ownership.
Passion for structured work and project management — you keep an overview even with many open tickets across multiple channels.
Enjoy working across different platforms and quickly getting to grips with new tools and channel logics (Amazon Seller Central, Otto Partner Connect, email/helpdesk systems).
Openness and strong communication skills to delight customers, handle complaints with confidence and quickly build sustainable relationships.
Deep understanding of the Amazon channel (A-to-Z Guarantee, buyer protection, reviews, Voice of the Customer) — ideally also some exposure to Otto.
Enthusiasm for new technologies and current trends in e-commerce, especially service automation, AI-assisted responses and self-service.
Strong written communication skills and the ability to explain complex issues clearly, courteously and in line with the brand to customers and colleagues.
You are creative and like to contribute your own ideas — for example, ways to handle recurring inquiries more smartly or improve our reply templates.

Benefits

Comp & perks

100% flexible working hours
Young, dynamic team
Attractive bonuses for achieving milestones
Personal professional development budget
Opportunity for a full-time position and a leadership role in the near future

ATS Keywords

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Hard Skills & Tools

customer supportresponse workflowsescalation processesself-service contentservice auditstrend analysisKPI monitoringservice automationAI-assisted responsesproject management

Soft Skills

self-motivationownershipstructured workcommunicationrelationship buildingcreativityproblem-solvingadaptabilitycollaborationcustomer satisfaction