Customer Experience Manager (m/w/d)

We are not just a streetwear brand, we're a community. Whether it's our Pop-Up Tours, own record label or crazy collaborations - we don't just make fashion, we make culture.

And now we're looking for you!

As our Customer Experience Manager, you'll take on a central role in the company and act as a link between our customers and the brand.

You're a cool head who loves solving problems and thinks customer-oriented? You enjoy taking responsibility, working proactively and constantly improving existing processes? Then you're the perfect addition to our team.

Aufgaben

• Monitoring and Development of the entire Customer Service area in collaboration with the Operations Team and our logistics customer service.
• Independent expansion of the entire Customer Journey, including after-sales processes, for maximum customer satisfaction.
• Creation, Automation, and Optimization of FAQs & Help Center for recurring questions to reduce response times and tickets.
• Processing of customer inquiries (First & Second Level) via ticket system, email, phone, and social media with a focus on fast and solution-oriented communication.
• Supporting customers in their questions about products, orders, payments, returns, and complaints.
• Clearing up inquiries related to payments and service providers like PayPal and Klarna.
• - close coordination with our logistics partner to solve shipping and delivery problems.
• Monitoring and Analysis of customer feedback, to identify potential for improvement in the service or product offering.

Qualifikation

• Relevant experience in Customer Support as Team Lead or in a comparable position, ideally in e-commerce or fashion.
• Excellent communication skills in German and English, both verbally and written.
• Solution-oriented and structured work style, even in stressful situations.
• Flexibility and reliability, even with changing requirements.
• Eagerness to take the initiative and engagement, to continuously increase customer satisfaction.
• Prompt handling of common ticket systems and Microsoft Office applications.

Benefits

• Modern office with a rooftop garden in the heart of Frankfurt, drinks on us & Friday home office
• Subsidy for a fitness studio membership as well as mobility allowances
• Regular team events
• Flexible working hours in a young, motivated team
• Atractive salary package

Become part of one of Germany's leading streetwear brands and support us in shaping the future of the fashion world - with your commitment and your sense for excellent customer service. Apply now as Customer Experience Manager (m/w/d) at 6PM GmbH in Frankfurt!

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