Customer Service Manager

The role

You will own and steer customer experience activities in Germany and oversee an outsourced support function. You will build scalable processes, improve tools, and work cross-functionally to improve the customer journey.

What you will do

• Build and nurture a partnership with the outsourced support provider.
• Liaise between the outsourced team and internal functions like Product, Marketing, Delivery, and Legal.
• Drive performance reviews with vendor leadership to meet email, voice, and live chat SLAs, CSAT, and FTR targets.
• Gather local customer insights and market-specific nuances to advocate for improvements.
• Lead the CX response to local incidents and handle high-tier German customer escalations.
• Partner with vendor management on workload forecasting and planning.
• Represent the CX function in broader business initiatives.

Required qualifications

• Experience managing customer service or customer experience teams.
• Experience managing or working closely with outsourced support partners at scale.
• Fluent in German (or deep experience managing support for the German/DACH region).
• Hands-on experience across email, voice, and live chat.
• Confident working with performance metrics (CSAT, FTR, SLAs).
• German and English business fluent.
• Ability to handle pressure and manage incidents and escalations.

Nice to have

• Technology-curious

Benefits

• Work helps raise life-changing funds for vital charities.
• Chance to help shape a new market.
• Creative environment.
• Purpose-driven culture.

About the company

Omaze is reinventing fundraising by offering people the chance to win once-in-a-lifetime prizes while raising millions for charities around the world. The company is scaling its impact across Europe after launching in the UK in 2020.