E-Commerce Customer Support Manager

🔥 14 hours ago

🇩🇪 Germany – Remote

⏱ Part Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Thiru GmbH

WebsiteLinkedInAll Job Openings

1 - 10 employees

🍽️ Food & Beverage

🏭 Manufacturing

📦 Logistics

Food & Beverage • Manufacturing • Logistics

Thiru GmbH is a German D2C kitchenware and home goods brand that sells cookware, utensils and small household products through a Shopify e-commerce store. Their site highlights products like cream dispensers (sahnesyphons) and N2O capsules, cutting boards, teapots, salad spinners, spätzle presses and other kitchen tools, emphasizing German manufacturing quality, customer guarantees (100-day trial, 5-year warranty), CO2-neutral shipping and marketing/recipe content. The company appears focused on direct online retail, promotions, bundles and customer support for consumers.

📋 Description

• Independently plan, coordinate, and evaluate the success of customer support across Amazon, Otto, and email • Develop and implement support strategies, response workflows, escalation processes, self-service content, and response templates • Collaborate with online channels, Sales, and the Content team • Monitor competitors with regard to customer inquiries, reviews, and complaints • Optimize FAQs, product descriptions, and email templates • Conduct service audits covering response times, tone of voice, solution quality, and customer satisfaction • Conduct trend and opportunity analyses based on customer feedback, reviews, and ticket data • Derive concrete improvements for products, content, and processes • Support the monitoring and reporting of relevant support KPIs, such as response and resolution times, CSAT, review ratings, and repeat-contact rate

🎯 Requirements

• Initial experience in customer support, ideally in a young, growing company • High degree of self-motivation and ownership • Passion for structured work and project management • Ability to maintain an overview of numerous open tickets across multiple channels • Willingness to quickly learn new tools and channel-specific workflows • Experience with or interest in Amazon Seller Central, Otto Partner Connect, and email/helpdesk systems • Openness and strong communication skills • In-depth understanding of the Amazon channel, including the A-to-z Guarantee, buyer protection, reviews, and Voice of the Customer • Initial exposure to Otto is a plus • Interest in new technologies and current e-commerce trends, particularly service automation, AI-assisted responses, and self-service • Strong written communication skills • Ability to communicate complex matters clearly, courteously, and in line with the brand • Creativity and willingness to contribute your own ideas

🏖️ Benefits

• Remote work or office-based work in Olpe • 100% flexible working hours • Very young and dynamic team • Attractive bonuses upon achieving milestones • Personal professional development budget • Possibility of a full-time position and management role in the near future