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

Thiru GmbH

Customer Support Manager responsible for planning and coordinating customer support over Amazon, Otto, and Mail channels. Joining a fast-growing e-commerce company in the kitchen and household sector.

Posted 7/2/2026part-timeOlpe • 🇩🇪 GermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support strategy development and implementation, with a strong focus on optimizing service quality and customer satisfaction across multiple channels. Proficient in analyzing customer feedback and trends to drive continuous improvement in processes and content.

Highest-signal resume keywords

Customer Support ExperienceAmazon Seller CentralService AutomationKPI MonitoringProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support StrategyResponse Workflow DevelopmentService Audit ConductingTrend AnalysisContent Optimization

Soft Skills

Strong Communication SkillsSelf-MotivationCreative MindsetResponsibilityOpenness

Tools & Technologies

Amazon Seller CentralOtto Partner ConnectEmail/Helpdesk Systems

Industry Keywords

E-Commerce TrendsCustomer SatisfactionA-to-Z GuaranteeBuyer ProtectionVoice of the Customer

About the role

Key responsibilities & impact

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).

Requirements

What you’ll need

Initial experience in customer support, ideally at a young or fast-moving company with a similar drive.
High self-motivation and a strong sense of responsibility.
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 learning new tools and channel logics (Amazon Seller Central, Otto Partner Connect, email/helpdesk systems).
Openness and strong communication skills to delight customers, handle complaints professionally and build durable relationships quickly.
Deep understanding of the Amazon channel (A-to-Z Guarantee, buyer protection, reviews, Voice of the Customer) – ideally some first exposure to Otto as well.
Enthusiasm for new technologies and current e‑commerce trends, especially in service automation, AI-assisted responses and self-service.
Strong written communication skills and the ability to explain complex issues clearly, politely and in a brand-appropriate way to customers and colleagues.
Creative mindset and willingness to contribute ideas – e.g. how to solve recurring inquiries more intelligently or improve our response templates.

Benefits

Comp & perks

100% flexible working hours
Very young and dynamic team
Attractive bonuses for reaching milestones
We provide a personal budget for professional development