Project Manager, Customer Service

hey contact heroes GmbH

. Independently manage one or more customer service projects .

Posted 10/9/2026full-timeRemote • GermanyJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer service projects, ensuring adherence to service-level agreements and quality standards while effectively communicating with clients. Proficient in analyzing customer service metrics and implementing corrective actions to enhance performance.

Highest-signal resume keywords

Project ManagementCustomer Service MetricsGerman Language ProficiencyExcel or Google Sheets ProficiencyCRM and Ticketing Systems Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementCustomer Service MetricsKPI MonitoringReport PreparationRequirements Gathering

Soft Skills

Clear Communication SkillsConfident Client InteractionStructured ApproachSolution-Oriented MindsetAbility to Manage Multiple Priorities

Tools & Technologies

ExcelGoogle SheetsCRM SystemsTicketing Systems

Industry Keywords

Customer ServiceService LevelQuality ScoresAHTAccessibility

About the role

Key responsibilities & impact

Independently manage one or more customer service projects
Serve as the primary point of contact for clients
Conduct regular coordination meetings with clients
Gather requirements and implement them in collaboration with the team
Ensure that agreed service-level, quality, and productivity targets are met
Manage projects in collaboration with team leaders, Workforce Management, and Quality Management
Monitor KPIs, prepare reports, and define corrective actions in the event of deviations
Support new projects from the outset
Coordinate training and onboarding
Handle escalations

Requirements

What you’ll need

German at native-speaker level or at least C1/C2 proficiency, both written and spoken
At least 2 years of professional experience as a Project Manager or Account Manager in Customer Service
Knowledge of key customer service metrics such as service level, accessibility, AHT, and quality scores
Understanding of how customer service metrics are influenced
Confident and professional manner when dealing with clients
Clear communication skills
Ability to keep track of multiple topics and priorities simultaneously
Structured, independent, and solution-oriented approach to work
Proficiency in Excel or Google Sheets
Familiarity with common CRM and ticketing systems

Benefits

Comp & perks

100% remote, regardless of where you live in the world
Responsibility for projects involving well-known brands
Plenty of opportunity to shape processes and outcomes
Short communication channels and fast decision-making
Close collaboration with senior management
Supportive team
Work for a growing employer