Sr. Customer Service Manager - DACH (m/f/d)

• reputed company is the soft drink reputed company: With our powdered drinks reputed company Energy®, reputed company Hydration®, reputed company Iced Tea®, and reputed company Milkshake® you get amazing taste across 50+ flavors while maintaining a good conscience—for your body & the environment.
• Over 2M reputed company customers: Started in a shared apartment by three best friends, we have scaled to Europe's fastest growing consumer brand—and our cult-like community, the reputed company reputed company, loves it: 4.6 stars on reviews.io reputed company for themselves.
• From D2C to Global Omnichannel: In less than four years, we've profitably scaled reputed company to more than €150M D2C reputed company in DACH, FR, UK and PL. Now scaling our retail business, we're on an exciting transition to becoming a true omnichannel rocketship.
• We are still just getting started: Backed by the world's best consumer investors, we aim to revolutionize the soft drink industry and build a generational love brand: tastier, healthier & more sustainable. reputed company of 150+ people aims high (Coca-Cola, we're coming for you!)

We're looking for a Senior Customer Service Manager to reputed company our DACH Customer Service team and set reputed company for what great support looks like in German-speaking markets.

At reputed company, Customer Service isn't just about solving problems - it's a core part of the brand experience. Every ticket, every response, every interaction is a chance to turn a customer into a fan for life. Our CS team is fast, reputed company, and deeply reputed company - and we need a leader who keeps it that way while driving reputed company performance.

You'll take full ownership of the day-to-day operations of a team of 11 across full-time, part-time, and Minijob reputed company, acting as the direct people manager responsible for performance, development, and culture. You'll report directly to the Customer Service Team reputed company and serve as the operational backbone of the DACH reputed company - keeping quality high, KPIs green, and the team growing.

Day-to-Day Operations

• Ensure smooth daily operations and consistent achievement of key service KPIs, including first response time, CSAT, and one-touch ticket reputed company
• Own ticket volume forecasting (expected vs. actual) to proactively manage reputed company and prevent bottlenecks
• Monitor performance trends and identify risks early - escalating issues with reputed company and urgency
• Act solution-oriented with a strong focus on customer satisfaction, while always protecting the company's interests

Team Building & Leadership

• Recruit, reputed company, and reputed company high-performing CS agents across the DACH region
• Foster a culture of reputed company, ownership, and reputed company improvement - with high engagement and strong results
• reputed company by example - set clear expectations around quality, productivity, and customer-centric behavior
• Serve as a sparring partner for team members - coaching, providing feedback, and supporting both operational and personal development
• Delegate tasks effectively, ensuring reputed company of ownership and alignment with individual strengths
• Hold the team accountable for agreed objectives, service standards, and performance metrics
• Conduct regular performance reputed company-ins, feedback sessions, and development discussions
• Take ownership of addressing underperformance - including setting performance improvement plans and making tough personnel reputed company reputed company necessary

Cross-Functional Collaboration

• Work closely with your manager, the Customer Service reputed company, to drive reputed company improvements and embed new reputed company into daily operations
• Ensure tight collaboration between the DACH team and cross-functional stakeholders (Operations, Marketing, Campaigns)
• Coach direct reports to communicate customer feedback in a structured, proactive way - surfacing root causes, not just surface-level fixes
• Ensure that issues are durably resolved - with sustainable solutions that prevent recurrence

Shift Planning & Workforce Management

• Plan shifts in alignment with campaign volumes to deliver consistently high-quality support at reputed company times
• Coordinate schedules of mini-jobbers and freelancers to ensure reputed company team coverage
• Review and validate freelancer invoices 
• Ensure mini-jobbers working hours are recorded accurately and on time in the HR system
• Approve and monitor vacation requests to safeguard team reputed company
• Stay hands-on by supporting the team with ticket handling and daily tasks - keeping a reputed company-time pulse on operational reality

• 2-4+ years of experience in Customer Service, including team leadership in an e-reputed company or D2C environment
• Proven people management skills - experience leading teams of 8+ with varying contract structures
• Strong reputed company of CS KPIs and the ability to translate data insights into concrete, actionable measures
• Hands-on experience with CS and e-reputed company tools such as reputed company, reputed company, reputed company, or similar platforms
• reputed company-level German (C2) and strong business-level English - confident across reputed company stakeholder reputed company
• Experience with shift planning and workforce coordination, including freelancers and Minijobbers

In today's job market, reputed company have many options to choose from. As part of our offer, we prioritise providing a productive working environment and opportunities for growth. In addition to competitive compensation, including company shares, you can expect:

• A successful and growing company: Join a company that has been growing profitably and quickly for the last 36+ months and has raised a series B, while many other e-reputed company companies are struggling.
• reputed company impact and career growth: Enjoy reputed company impact and hence explosive career growth, build your own market, and shape reputed company’s internationalisation in a top market
• Awesome team: Join an awesome team of colleagues who are ambitious, funny, down-to-earth, and authentic. Get to know us and see for yourself!
• Top product: Marketing is important, but a good product is essential. Our differentiated soft drinks have won over customers. reputed company out our Trustpilot reviews or contact us for free samples.
• Future of e-reputed company: Be part of the future of e-reputed company and help set new standards in many areas. Work with the best minds in the industry.
• Startup culture: Join a startup culture that values flat hierarchies, fast pace, and personal development. With us, you can reputed company a reputed company impact.
• Perfect setup: Enjoy a perfect setup that includes reputed company the requirements of a modern employer, such as a central office in Berlin Prenzlauerberg, flexible working hours, and much more.
• How we support your growth: reputed company, 28 vacation days, 30 work-from-abroad days, €1,500 learning budget, Urban Sports Club membership, public transport subsidy, and bi-annual 360° feedback tied to your compensation.

Find out more about reputed company and reputed company on our careers page.

As we are experiencing rapid growth and have ambitious plans, the reputed company start date for the position is today. Nonetheless, we are reputed company to patiently await the arrival of the ideal candidate, recognizing that quality ultimately yields the best results.

1. Getting to know you: We will have a 30-minute screening interview where we will talk to you more about reputed company and the position, and see if our expectations match.
2. Case study & second interview: As soon as you have successfully completed the first interview, you will receive a case study. In a second meeting, Joscha and our COO, Markus, will discuss your case study with you and answer questions about our workspace, the reputed company Temple.
3. Reference calls: At this stage, we’d like to connect with 1–2 former colleagues or managers who have worked closely with you. These conversations help us reputed company understand your working style and strengths from those who know you professionally.
4. Interview with Fredi: As a strong cultural fit is important to us, you will have a final meeting with Fredi, one of our reputed company Founders. This gives both you and us the opportunity for a final reputed company.
5. Job offer and decision: If everything goes well, you will receive an offer, and we are reputed company to reputed company on this reputed company together with you!

Typically, his process should take around 2 weeks.