Hybrid Customer Success Manager

Posted 2 months ago

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About the role

  • Manage online reviews (Google, Trustpilot, etc.): monitor feedback, resolve issues, remove unfair reviews if necessary, and provide internal improvement suggestions
  • Respond to public comments on social media (Instagram, Facebook): handle both positive and negative feedback professionally while protecting brand reputation
  • Manage customer communities (Facebook groups, forums): answer questions, solve problems, and strengthen customer loyalty
  • Handle influencer inquiries: review collaboration requests, coordinate content, and ensure brand alignment
  • Resolve payment disputes (PayPal, Klarna, Trusted Shops): manage refunds, chargebacks, and minimize financial risks
  • Provide second-level support for complex customer cases in collaboration with other departments
  • Proactively request positive reviews during low season based on Judge.me data

Requirements

  • 2+ years of experience in customer success, community management, or reputation management
  • Proven ability to handle escalations, sensitive cases, and negative feedback with professionalism
  • Experience managing online reviews, social media engagement, and community platforms
  • Strong problem-solving and conflict resolution skills
  • Fluency in German (C1) and English (C1)
  • Hands-on mindset with structured and pragmatic approach
  • Excellent communication and negotiation skills
  • Analytical and data-driven, with ability to translate feedback into actionable insights

Benefits

  • A high-impact role with direct influence on customer satisfaction and brand reputation
  • Dynamic, international team with flat hierarchies
  • Centrally located offices in Frankfurt with a hybrid work model (80% on-site | 20% remote)
  • Modern equipment, ergonomic workspaces & digital tools
  • One-week Workation per year from an EU country
  • Regular company events, team-building activities & networking opportunities
  • Corporate benefits & employee discounts on PERGOLUX products
  • Culture of continuous learning, personal ownership, and entrepreneurial mindset

Job title

Customer Success Manager

Job type

Experience level

JuniorMid level

Salary

Not specified

Degree requirement

No Education Requirement

Location requirements

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