Hybrid Customer Support Manager – E‑Commerce

at textilwerk.com

• Job title: Customer Support Manager – E‑Commerce
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Emsdetten, Germany

About the role

• Customer Support Manager responsible for handling inquiries in E-Commerce. Ensuring high-quality service using CRM tools and collaboration with internal teams.

Responsibilities

• First point of contact for our customers: providing support via email, chat and phone — quick, friendly and solution-oriented
• Handling inquiries, complaints and returns with a strong focus on quality
• Working with our CRM system HubSpot to process and document customer issues in a structured manner
• Using automations and AI-supported tools to process requests efficiently and continuously improve service processes
• Coordinating with internal teams (Operations, Logistics, Product, Marketing) when complex issues need to be escalated
• Contributing to the creation of FAQs, guides and self-service materials to answer recurring questions efficiently
• Supporting the optimization of our service processes to improve the daily customer experience
• Close collaboration within the team to ensure a consistent, high-quality level of service

Requirements

• Several years of experience in customer service, ideally in an e‑commerce or digital environment
• Friendly, service-oriented and solution-focused communication with customers — both written and verbal
• Confident handling of email, chat and phone communication
• Technical affinity and enthusiasm for digital tools, e.g. CRM or support systems (ideally HubSpot)
• Interest in automations and AI-supported tools to make service processes more efficient
• Organizational skills and the ability to coordinate requests efficiently and work with internal interfaces
• Team player with enjoyment of close collaboration to deliver the best possible service together

Benefits

• 30 days holiday plus additional leave for special occasions such as marriage or the birth of a child
• €50 monthly voucher via Become1, flexible to use (e.g. for fuel or groceries)
• 30 days workation per year — work where you think and create best
• Flexible working hours and the possibility to work remotely
• Company bike (JobRad) and attractive employee discounts — including on our own products
• Flat-hierarchy team culture: respectful collaboration, mutual support and a shared drive to succeed
• Complimentary drinks & snacks: coffee, water, fruit and small treats for between meals