Customer Care Manager

The Better Cat

. Respond daily to inquiries from cat parents via email, chat, and social media .

Posted 10/9/2026full-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 (C2)Solution-Oriented Mindset

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceOrder ProcessingKPI MonitoringSubscription ManagementCustomer Feedback Analysis

Soft Skills

Clear CommunicationEmpathyOwnershipProblem-Solving

Tools & Technologies

ShopifyGorgiasZendeskFreshdeskKlaviyo

Industry Keywords

Consumer GoodsD2CE-CommerceCustomer SupportAnimal Health

About the role

Key responsibilities & impact

Respond daily to inquiries from cat parents 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 communicate customer feedback
Further develop customer care processes, templates, and the Knowledge Base
Handle escalated cases and find pragmatic solutions
Ensure a consistent, high-quality brand experience in customer service

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
Experience with helpdesk systems (e.g., Gorgias, Zendesk, Freshdesk)
Experience with Shopify
Experience with Klaviyo is a plus
Experience with AI software such as Claude or ChatGPT is a plus
Knowledge of key customer service KPIs
Ability to translate customer feedback into concrete improvements
Solution-oriented mindset, empathy, and a strong sense of ownership
Native-level German (C2)
Good English (at least B2) for internal team communication
Passion for cats and animal health

Benefits

Comp & perks

A small, ambitious team that values your ideas and gives you the opportunity to make a real impact
Experts from a range of fields who are happy to share their knowledge
A relaxed office in HafenCity with everything you need
Regular team events—from the Christmas party and coffee walks to community events and visits to cat cafés
Flexible working hours—remotely or on-site
Strong discounts on our products
Free drinks
A Deutschland-Ticket
A Wellpass membership
Donations and social initiatives supporting local animal shelters