E-Commerce Customer Support Manager Amazon/Shop Minijob Basis (m/w/d)

Thiru is one of the fastest-growing e-commerce companies in the kitchen and household sector and various categories bestseller on Amazon & Otto. With around 60,000 existing customers and over 300,000 followers on TikTok, we reach a unique cooking enthusiast target group. As a young e-commerce startup from the Sauerland region, we are looking for a Customer Support Manager for Amazon/Shop/Otto (m/w/d) at the earliest possible time.

Aufgaben

In your hands lies the independent planning, coordination, and evaluation of the entire customer support over our channels Amazon, Otto, and Mail.

• Development and implementation of new support strategies – from response workflows to escalation processes, self-service contents, and answer templates
• You will serve as an important interface and be in regular exchange with the online channels, sales, and content team
• Monitoring of competitors – how do other brands respond to customer inquiries, reviews, and complaints, and what can we learn from it
• Ongoing optimization of our customer-relevant contents (FAQs, product descriptions, mail templates) in close cooperation with the content team to proactively reduce inquiries and improve service quality
• You will conduct independent service audits – response times, tone, solution quality, and customer satisfaction across all three channels
• You will analyze trends and potential based on customer feedback, reviews, and ticket data and lead concrete improvements for product, content, and processes from it
• You will support the monitoring and reporting of relevant support KPIs (response and solution times, CSAT, review ratings, repeat rate)

Qualifikation

You bring with you

First experience in support, preferably in a young company with similar motivation. We are not workaholics, but expect enthusiasm for the company.

• High self-motivation & self-responsibility
• Pleasure in structured working and project management – you will keep track even with many open tickets across multiple channels
• Pleasure in being on different platforms and quickly getting used to new tools and channel logics (Amazon Seller Central, Otto Partner Connect, mail/helpdesk systems)
• Openness and communication skills to excite customers, handle complaints smoothly, and establish quick, sustainable relationships
• Deep understanding of the Amazon channel (A-to-Z guarantee, buyer protection, reviews, voice of the customer) – ideally with first experiences with Otto
• You are enthusiastic about new technologies and current trends in e-commerce, particularly in the field of service automation, KI-based answers, and self-service
• You possess good written communication skills and can also present complex issues in a clear, friendly, and brand-appropriate manner to customers and colleagues
• You are creative and bring your own ideas – for example, how we smarter solve recurring inquiries or improve our answer templates

Benefits

• Remote or office in Olpe
• 100% flexible working hours
• A very young & dynamic team
• Attractive bonuses upon reaching milestones
• We will provide you with a personal further education budget
• A full-time position & leadership role in the near future possible

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