Customer Success & Operations Manager – E-Commerce & Shipping (m/f/d)

Customer Success & Operations Manager – E-Commerce & Shipping (m/f/d)

Hamburg | Immediately

Do you understand what customers need, ask the right questions, and reliably bring topics to a conclusion? Do you combine organizational talent with technical understanding and keep an overview even when several projects are running simultaneously?

Then shape the future of international shipping with us.

About pakajo

Ship global, pay local. With pakajo, we make international shipping for e-commerce companies easier, more transparent, and more economical.

Our digital comparison and shipping platform combines shipping cost comparison, booking, label creation, tracking, and digital customs processes. We combine international transport routes with local delivery through our shipping partners. Via interfaces to shops and marketplaces, we integrate shipping directly into our customers' workflows.

Since the launch of our platform in July 2022, we have processed over 1.6 million shipments. Over 1,600 business customers and more than 130 carrier and price combinations form the basis for our continued growth. We are expanding our international network and continuously developing our platform with automation and AI.

To enable our customers to utilize this potential in their daily operations, we are looking for you: as the central interface between customers, operations, and IT.

Your Tasks

You will guide our customers from their initial onboarding to successful daily shipping.

• Customer Support: You will support existing business customers, understand their shipping requirements, and assist them in using pakajo optimally.
• Onboarding: You will coordinate the introduction of new customers – from gathering their requirements and platform usage to their first successful shipments.
• Project Management: You will manage customer projects with a focus on the DACH region and coordinate tasks, responsibilities, and deadlines with internal teams and international partners.
• Technical Coordination: You will translate customer requirements into clear tasks for our IT department and support shop integrations, interfaces, and automated processes.
• Operational Solutions: For questions regarding shipping, tracking, delivery, or returns, you will coordinate the clarification and keep customers informed about the progress.
• Process Improvement: You will identify recurring problems, develop suitable workflows with the team, and improve our customer experience.
• CRM and Documentation: You will maintain customer data, tasks, and project statuses in Bitrix24 and ensure clear handovers.
• Knowledge Transfer: You will create understandable instructions and support colleagues in customer support, shipping, and onboarding.
• Customer Development: You will identify additional shipping needs and support sales in the further development of existing customers.
• Reporting: You will report to management on onboardings, customer projects, open issues, and potential improvements.

Your Profile

You are committed, proactive, and take responsibility.

• You have completed a commercial apprenticeship or a university degree – or bring comparable practical experience.
• You ideally already have experience in customer support, customer success, project management, or operational e-commerce.
• Experience with shipping, postal, and parcel services, or international logistics is a plus.
• You can quickly learn new software and explain technical contexts understandably.
• Terms like shop system, API, tracking, and data import are familiar to you – or you are eager to delve deeply into them.
• You are proficient with Microsoft 365. Experience with Bitrix24 or another CRM system is welcome.
• You intelligently use AI and automation tools to process information and improve workflows.
• You communicate very well in German and confidently in English – both written and spoken.
• You organize yourself independently, set priorities, and consistently follow up on open tasks.
• You remain friendly, clear, and solution-oriented even with demanding customer requests.
• You enjoy working in a team and want to actively shape a growing company.

You don't have to be able to do everything yet. What counts is your sense of responsibility, your willingness to learn, and your commitment to reliably help customers. Ambitious career starters with relevant practical experience are also welcome.

What awaits you

• Responsibility and Scope for Initiative: Your ideas will directly contribute to our customer processes and the further development of pakajo.
• International Environment: You will work with a dedicated team, business customers, and shipping partners across national borders.
• Varied Tasks: You will combine customer contact, project work, technology, and operational logistics.
• Short Decision-Making Paths: You will work closely with management, operations, and IT.
• Personal Development: You will expand your knowledge in e-commerce, international shipping, software, and automation.
• Easily Accessible Location in Hamburg: Our office is located very close to the Eidelstedt S-Bahn station.
• Extras in Daily Work: Free drinks and breakfast, subsidized lunch, subsidy for the HVV card, and free parking.
• Further Training and Special Payments: Company and digital training as well as vacation pay and performance bonuses.

Ready to grow with us?

Do you want to delight customers, improve processes, and see the impact of your work? Then we look forward to receiving your application with your CV, your earliest possible start date, and your salary expectations.

Shape with us how companies ship worldwide.