Senior Customer Service Manager
About us
We are a fast-growing international e-commerce logistics provider, offering tailored fulfilment solutions across Europe. Every day, we support thousands of sellers with fast delivery, smooth operations, and excellent customer service. Our offices and warehouses are located in multiple countries, including Germany, the UK, and China.
The role
We are looking for a Senior Customer Service Manager to support and guide our B2B clients. You will be the key contact for sellers, helping them navigate our fulfilment services, resolve inquiries efficiently, and optimise their supply chain processes. You will also work closely with internal teams to continuously improve our products and processes.
Responsibilities
* Serve as the main point of contact for B2B sellers via email, phone, and chat
* Manage and resolve customer inquiries quickly and effectively, ensuring high satisfaction
* Build strong relationships with key accounts and take ownership of their support needs
* Support seller onboarding and provide guidance on optimising fulfilment processes
* Collaborate with colleagues across offices in Europe and globally
* Contribute to continuous improvement initiatives, working with Product, Operations, and other teams
* Help create a positive experience that turns sellers into advocates of our services
Your profile
* Fluent German and strong English skills; additional languages a plus
* Experience in customer support, ideally in e-commerce or B2B contexts
* Familiar with common office applications (Outlook, Word, Excel) and optionally tools like Zendesk, SharePoint, or Confluence
* Positive, patient, and customer-focused attitude
* Empathetic, proactive, and able to work independently
* Interested in process optimisation and continuous improvement
* Based in Berlin or surrounding area with the right to work in Germany
What we offer
* €55-65k depending on experience
* Employee perks including discounts, team events, and more
* Modern office with terrace and river views, plus free drinks and fruit
* Opportunities for personal and professional development through various projects
* Flexible, hybrid working options