E-Commerce Customer Support Manager, Minijob (m/f/d)

Thiru GmbH

Customer Support Manager für Thirus E-Commerce-Küchen- und Haushaltsprodukte auf Amazon, Otto und per Mail. Planung, Optimierung und Analyse des kanalübergreifenden Supports.

Posted 8/13/2026part-timeOlpe • 🇩🇪 GermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support strategy development, project management, and effective communication across multiple channels. Proficient in analyzing customer feedback and optimizing service processes to enhance customer satisfaction.

Highest-signal resume keywords

Customer Support ExperienceAmazon Seller CentralProject ManagementCommunication SkillsE-Commerce Technologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Support Strategy DevelopmentResponse Workflow ImplementationService Audit ConductingTrend AnalysisKPI Monitoring

Soft Skills

Self-MotivationCreativityEffective CommunicationPersonal ResponsibilityAbility to Handle Multiple Tickets

Tools & Technologies

Otto Partner ConnectEmail/Helpdesk SystemsService AutomationAI-Assisted Responses

Industry Keywords

A-to-Z GuaranteeBuyer ProtectionVoice of the CustomerE-Commerce TrendsCustomer Satisfaction

About the role

Key responsibilities & impact

Independently plan, coordinate and evaluate the success of all customer support across Amazon, Otto and email
Develop and implement support strategies, response workflows, escalation processes, self-service content and response templates
Serve as a liaison with regular coordination between online channels, sales and the content team
Monitor competitors and analyze how other brands handle customer inquiries, reviews and complaints
Optimize FAQs, product descriptions and email templates to proactively reduce inquiries and improve service quality
Conduct service audits covering response times, tone, quality of resolutions and customer satisfaction
Perform trend and opportunity analyses based on customer feedback, reviews and ticket data and derive concrete improvements
Support the monitoring and reporting of relevant support KPIs

Requirements

What you’ll need

Some experience in customer support, ideally in a young company or startup
High self-motivation and personal responsibility
Passion for structured work and project management
Ability to keep an overview when handling many open tickets across multiple channels
Quick to get up to speed with Amazon Seller Central, Otto Partner Connect and email/helpdesk systems
Open and effective communication skills when dealing with customers and handling complaints
Deep understanding of Amazon channels, especially the A-to-Z Guarantee, buyer protection, reviews and Voice of the Customer
Ideally some prior exposure to Otto
Interest in e‑commerce technologies and trends, particularly service automation, AI-assisted responses and self-service
Strong written communication skills and the ability to explain complex issues clearly, politely and in line with brand voice
Creativity and willingness to contribute ideas to optimize recurring inquiries and response templates

Benefits

Comp & perks

Remote work or in-office in Olpe
Fully flexible working hours
Very young and dynamic team
Attractive bonuses for achieving milestones
Personal training/learning budget
Full-time position and leadership role possible in the near future