Customer Support Manager – m/f/d

🕒 May 4

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Ackerherz

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2018

🛍️ eCommerce

🛒 Retail

🧘 Wellness

eCommerce • Retail • Wellness

Ackerherz is an online bio-supermarket offering a wide range of organic and sustainable products. The company provides its members with up to 50% discounts on durable bio-products compared to retail prices. Ackerherz aims to make organic shopping affordable and accessible for all by offering membership plans that benefit households with lower incomes. They focus on sustainability by delivering products in CO₂-compensated and recycled packages. Their model not only supports the environment but also ensures fair pricing without putting pressure on manufacturers.

📋 Description

• Operational support • Independently handle member inquiries by email — you are the first point of contact and ensure fast, competent resolutions • Manage escalations and complex cases that require particular tact • Ensure a consistent, warm tone across all member communications • Reliable ticketing: prioritization, categorization and follow-up of requests in the ticketing system • Voice of the Customer • Systematically collect and prepare member feedback for product, marketing and operations teams • Identify recurring issues and proactively develop solutions; establish an internal feedback loop between support and the relevant teams • Support processes & improvement • Contribute to the optimization and automation of existing support workflows • Assist in the development of our support channels and tools • Analyze support KPIs (response times, satisfaction, ticket volume) and derive concrete improvement proposals • Contribute to the development of help pages and self-service resources

🎯 Requirements

• 2–3 years of professional experience in B2C customer support, customer success or customer service — ideally in e‑commerce or a comparable digital environment • Experience with ticketing and support tools (e.g., Zendesk) • AI fluency: you use AI tools (e.g., ChatGPT, Claude, automation tools) routinely in your daily work and bring ideas for how AI can make support more efficient • Hands-on mentality: you are happy to contribute operationally and are comfortable with day-to-day tasks • A good sense for our members — ideally you are a regular organic shopper or have a strong interest in organic products • Independent, structured way of working and enjoyment in taking responsibility • Flexibility and willingness to work in a startup environment • University degree or comparable qualification • German at C2 level and fluent English (C1)

🏖️ Benefits

• Attractive compensation with a performance-based component (€36,000–€42,000 p.a., depending on experience and qualifications) • Preferred start date: July/August 2026 • Help build something new in a fast-growing startup in the organic / e‑commerce segment • Very steep learning curve with scaleup impact combined with the know-how of an established company • Great team that holds itself to high standards and looks out for one another • Flexible working hours you can arrange to suit your needs • Hybrid working model in Berlin (approx. 2–3 days/week in the office) • 30 days paid vacation per year • Regular team events — offsites in France and Germany • Job ticket / Deutschlandticket • Urban Sports Club membership • Free Ackerherz membership and an additional 20% discount on all products in our shop