Customer Support Lead

Responsibilities

• Ticket handling: You independently process emails through our ticket management system.
• Process optimization: You create and continuously improve SOPs, macros and response templates.
• Automation: You set up triggers, automations and workflows to automate recurring inquiries.
• KPI management & forecasting: You manage support using KPIs such as ticket-order ratio, FRT and CSAT.

Requirements

• You have at least 2+ years of relevant experience in customer support at a D2C e-commerce company.
• You are confident using Zendesk, Gorgias or a comparable helpdesk tool.
• You have experience with Shopify (order management, refunds).
• You manage support in a data-driven way and know key KPIs such as ticket-order ratio, CSAT and FRT.
• You have independently built macros, automations or workflows in a ticketing tool.
• You speak and write German and English at a business-fluent level.