E-Commerce Customer Support Manager – Minijob

Thiru GmbH

. Independently plan, coordinate, and evaluate the performance of Customer Support across Amazon, Otto, and email .

Posted 9/20/2026part-timeRemote • GermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Support management, including strategy development, performance evaluation, and KPI monitoring. Proficient in utilizing tools like Amazon Seller Central and Otto Partner Connect to enhance customer interactions and optimize support processes.

Highest-signal resume keywords

Customer Support ManagementAmazon Seller CentralKPI MonitoringProject ManagementStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Support Strategy DevelopmentResponse Workflow ImplementationService Audit ConductingTrend AnalysisSelf-Service Content Optimization

Soft Skills

Self-MotivationOwnershipCreativityOpennessStrong Written Communication

Tools & Technologies

Amazon Seller CentralOtto Partner ConnectEmail/Helpdesk Systems

Industry Keywords

E-Commerce TrendsService AutomationAI-Assisted ResponsesVoice of the CustomerA-to-z Guarantee

About the role

Key responsibilities & impact

Independently plan, coordinate, and evaluate the performance of Customer Support across Amazon, Otto, and email
Develop and implement support strategies, response workflows, escalation processes, self-service content, and response templates
Collaborate with online channels, Sales, and the Content team
Monitor competitors and analyze how other brands handle customer inquiries, reviews, and complaints
Continuously optimize FAQs, product descriptions, and email templates
Conduct service audits covering response times, tone of voice, solution quality, and customer satisfaction
Conduct trend and opportunity analyses based on customer feedback, reviews, and ticket data
Derive concrete improvements for products, content, and processes
Support the monitoring and reporting of relevant support KPIs, including response and resolution times, CSAT, review ratings, and repeat-contact rate

Requirements

What you’ll need

Initial experience in Customer Support, ideally in a young company with a similar drive and motivation
High level of self-motivation and ownership
Passion for structured work and project management
Ability to maintain an overview when managing numerous open tickets across multiple channels
Willingness to quickly learn new tools and channel-specific processes
Experience with or knowledge of Amazon Seller Central, Otto Partner Connect, and email/helpdesk systems
Openness and strong communication skills when interacting with customers
In-depth understanding of the Amazon channel, including the A-to-z Guarantee, buyer protection, reviews, and the Voice of the Customer
Ideally, initial experience with Otto
Interest in new technologies and current e-commerce trends, particularly service automation, AI-assisted responses, and self-service
Strong written communication skills and the ability to communicate complex matters clearly, courteously, and in line with the brand
Creativity and willingness to contribute your own ideas

Benefits

Comp & perks

Remote work or office-based work in Olpe
100% flexible working hours
Very young and dynamic team
Attractive bonuses for achieving milestones
Personal professional development budget
Potential for a full-time position and leadership role in the near future