Customer Care Manager

The Better Cat

. Respond to customer inquiries daily via email, chat, and social media .

Posted 10/21/2026full-timeHamburg • GermanyJuniorMid-Level💰 €36,000 - €42,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer care processes, with a strong focus on improving key performance indicators such as First Response Time and CSAT. Proficient in utilizing helpdesk systems and e-commerce platforms to enhance customer experience and operational efficiency.

Highest-signal resume keywords

Customer Care ExperienceHelpdesk Systems ProficiencyShopify ExperienceNative-Level German ProficiencySolution-Oriented Approach

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceOrder ProcessingKPI MonitoringComplex Problem SolvingSubscription Management

Soft Skills

Clear CommunicationFriendly DemeanorSelf-Directed Work Ethic

Tools & Technologies

ShopifyGorgiasZendeskFreshdeskKlaviyo

Industry Keywords

Consumer GoodsD2CE-CommerceCustomer FeedbackAnimal Health

About the role

Key responsibilities & impact

Respond to customer inquiries daily via email, chat, and social media
Monitor and continuously improve First Response Time, CSAT, and One-Touch Resolution Rate
Advise the community on nutrition, products, subscriptions, and deliveries
Process orders, returns, subscription adjustments, and complaints in Shopify and the helpdesk
Collaborate with Operations, Product, and Marketing, and systematically share customer feedback
Further develop customer care processes, templates, and the knowledge base
Handle complex cases and find pragmatic solutions
Protect customers and the company during escalations

Requirements

What you’ll need

At least 2 years of experience in customer care, customer service, or customer support, ideally in a consumer goods, D2C, or e-commerce environment
Clear, friendly, and precise written communication skills
Experience with helpdesk systems such as Gorgias, Zendesk, or Freshdesk
Experience with Shopify and, ideally, Klaviyo
Experience with AI software such as Claude or ChatGPT is a plus
Knowledge of key customer service KPIs
Ability to translate customer feedback into tangible improvements
Solution-oriented and self-directed approach to work
Native-level German proficiency (C2)
Good English skills (at least B2) for internal communication
Passion for cats and animal health

Benefits

Comp & perks

A small, ambitious team that values your ideas and where you can make a real impact
Experts from various fields whom you can learn from
A relaxed office in HafenCity with everything you need
Regular team events
Flexible working hours—whether working from home or on-site
Generous discounts on our products
Free drinks
Deutschland-Ticket
Wellpass membership
Permanent employment contract