Customer Care Operations – Partner Manager

🕒 il y a 3 jours

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DOONAILS - We're hiring!

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11 - 50 employés

Fondée en 2019

💄 Beauté

🛍️ eCommerce

🛒 Commerce de détail

Beauty • eCommerce • Retail

DOONAILS est une startup beauté spécialisée dans les produits innovants pour le soin des ongles. Elle propose une variété de solutions pour les ongles, notamment la poudre à tremper, les capsules en gel doux, et les bandes de gel, répondant ainsi aux différentes préférences et besoins en matière d'amélioration des ongles. L'entreprise met l'accent sur une approche rentable et facile à utiliser pour les manucures, promouvant la créativité et le style individuel tout en garantissant des résultats de haute qualité qui durent jusqu'à trois semaines. DOONAILS opère à la fois en ligne et dans des points de vente physiques, avec un programme de récompenses attractif pour encourager l'engagement des clients.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 💸 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