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E-commerce Customer Support Manager, Minijob (part-time)
Thiru GmbHCustomer 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.
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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Support StrategyResponse Workflow DevelopmentService Audit ConductingTrend AnalysisContent Optimization
Soft Skills
Strong Communication SkillsSelf-MotivationCreative MindsetResponsibilityOpenness