Customer Care Operations – Partner Manager

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🔥 27 minutes ago

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DOONAILS - We're hiring!

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

💄 Beauty

🛍️ eCommerce

🛒 Retail

Beauty • eCommerce • Retail

DOONAILS is a beauty startup focusing on innovative nail care products. They offer a variety of nail solutions including Dipping Powder, Soft Gel Press Ons, and Gel Strips, catering to different preferences and needs for nail enhancement. The company emphasizes a profitable and easy-to-use approach to manicures, promoting creativity and individual style while ensuring high-quality results that last up to three weeks. DOONAILS operates both online and in physical retail locations, with an attractive rewards program to foster customer engagement.

📋 Description

• You act as a Key Account Manager for our Customer Care partner network: you coordinate resources, optimize workflows, and ensure every customer receives the best possible service. • You manage our external support team, organize briefings, onboard new partners, and continuously provide everyone with up-to-date product and process information. • You monitor First Response Time, CSAT, ticket backlog, and resolution rates closely and report regularly on performance trends. • Through targeted ticket reviews you ensure our quality standards, provide structured feedback, and continuously develop our customer service guidelines. • You refine workflows, escalation rules, and macros while actively driving digitization and automation (e.g., AI support tools). • You work closely with Product, Marketing, and SCM to ensure all relevant information reaches the partner network in a timely manner. • You track modern customer service trends (AI, self-service, community support) and run pilot projects to continuously improve our service experience.

🎯 Requirements

• Several years of experience in Customer Care / Customer Support, ideally in e‑commerce, D2C, or scale-up environments. • Proven experience managing external vendors, partner agencies, or freelancer teams. • You love structured workflows, think in terms of efficient processes, and have strong enthusiasm for modern support tools and automation. • KPIs are your guide: you read support reports independently and derive concrete optimizations from them. • You keep an overview even during busy periods, work extremely structured, and communicate clearly, respectfully, and reliably. • Very good German and English skills, both written and spoken.

🏖️ Benefits

• 💸 Fair compensation, tailored to your qualifications and experience • 🤝 A true ownership role with significant trust and room to shape things • 🇪🇺 100% remote within Germany: work flexibly from anywhere • 📈 Growth opportunities: take on responsibility and bring your ideas directly into the company • 📚 €1,300 training budget per year for your personal development • 🧘 Nilo Health access included — we care about mental health • 💪🏼 Urban Sports membership • 💼 Coworking space or home office equipment? We cover the costs! • 🇨🇾 Workations in Cyprus — our office is always open to you • 🥳 Team events across Europe, because a strong team is everything