Merchant Support Specialist providing 24/7 customer service and technical support for fintech clients. Involves problem - solving and effective communication with diverse clients.
About the role
- Team Lead for Customer Support overseeing product support and team management at ECOMMERCE ONE. Driving service quality and operational excellence in a customer-centric environment.
Responsibilities
- Gesamtverantwortung für den Support der Produkte Afterbuy und DreamRobot.
- Führen, Entwickeln und Strukturieren der Support-Teams.
- Operative Steuerung aller Support-Kanäle (E-Mail, Telefon, Forum).
- Einhaltung definierter Service-Level und Qualitätsstandards.
- Analyse von Support-Kennzahlen und Ableitung von Verbesserungsmaßnahmen.
- Optimierung von Prozessen, Strukturen und Tools.
- Eskalationsmanagement bei komplexen Kundenanliegen.
Requirements
- Führungserfahrung im Customer Support.
- Mehrjährige Erfahrung in einer leitenden Rolle im Support oder Customer Service.
- Datengetriebenes, kennzahlenorientiertes Arbeiten.
- Ausgeprägte Service- und Kundenorientierung.
- Sehr gutes Ausdrucksvermögen (schriftlich und mündlich).
- Sehr gute Deutschkenntnisse und gute Englischkenntnisse.
Benefits
- Ein attraktives Arbeitszeitmodell mit Gleitzeit.
- Abwechslungsreiche und strategisch verantwortungsvolle Aufgaben.
- Den Freiraum, den Supportbereich eigenständig weiterzuentwickeln.
- Eine langfristige Perspektive im Wachstumsmarkt E-Commerce.
- Ein tolles Arbeitsklima mit flachen Hierarchien.
- Die Arbeit in einem dynamischen und aufgeschlossenen Team.
- Kostenlosen Kaffee, regelmäßige Team Lunches und Softdrinks.
- Zugang zu Mitarbeiterangeboten mit Rabatten auf Hunderte von Marken.
- Regelmäßig stattfindende Firmenevents.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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