Customer Service Manager

About This Opportunity

We are representing a confidential charitable fundraising organization that is expanding operations across Europe. Our client combines innovative prize campaigns with meaningful social impact, and they need an experienced Customer Service Manager to lead their German market customer experience function.

This is a permanent, full-time position based in Munich with a hybrid schedule (3 days in office, 2 days remote). You'll take ownership of customer experience strategy and execution while managing an outsourced support team delivering service across email, voice, and live chat channels.

Responsibilities

• Build and manage a collaborative partnership with the outsourced customer support vendor serving the German market
• Drive daily, weekly, and monthly performance reviews to ensure SLAs, CSAT, and first-time resolution targets are consistently met
• Serve as the liaison between the vendor team and internal functions including Product, Marketing, and Delivery teams
• Lead customer experience response to local incidents and manage high-tier German customer escalations with empathy and sound judgment
• Gather customer insights and market-specific trends to advocate for improvements across the business
• Partner on workload forecasting and capacity planning to ensure efficient coverage during high-volume promotional periods
• Build scalable processes, improve tools and documentation, and leverage technology to enable team efficiency as demand grows
• Represent the customer experience function in cross-departmental initiatives focused on the German audience

What We're Looking For

• Solid experience managing customer service or customer experience teams
• Proven experience managing or working closely with outsourced support partners at scale, with focus on relationship building and performance management
• Fluent in German with deep understanding of the German/DACH market and hands-on experience across multiple support channels (email, voice, live chat)
• Business fluent English required
• Strong analytical skills working with performance metrics (CSAT, first-time resolution, SLAs) and using data to drive decisions
• Excellent cross-functional collaboration and communication skills
• Technology-curious mindset with drive to find technical solutions for improving customer experience, cost, and scalability
• Highly organized with ability to use forecasting, planning, and quality control tools effectively
• Confident handling pressure, incidents, and escalations
• Customer-centric approach with genuine interest in improving end-to-end experience
• Balance of strategic thinking and hands-on execution capability

How We Work With You

When you apply through Get A Job.ai, our talent team will review your application and schedule an initial screening call to discuss your background and the opportunity in detail. We'll prepare you thoroughly before submitting your profile to our client. Please do not attempt to contact the client directly, as all applications must come through our recruitment process to be considered.

Pay

Compensation details will be discussed during the screening process based on your experience level.

Equal Opportunity

Get A Job.ai is committed to inclusive hiring practices. We welcome candidates from all backgrounds and work to ensure equitable access to opportunities.