Role Description Im Customer Service gehst du auf die Fragen und Wünsche unserer Kunden ein, bietest kompetente grafische Beratung und arbeitest gemeinsam an optimalen Lösungen für ihre Herausforderungen. Du verstehst, wie man eine herausragende Customer Experience gestaltet. Falls du einmal eine Frage nicht beantworten kannst, kannst du dich jederzeit auf die Unterstützung erfahrener Kollegen verlassen. Du weißt, dass Kundenfeedback von unschätzbarem Wert für unseren gemeinsamen Erfolg ist. Deshalb hörst du den Kunden aufmerksam zu und sorgst dafür, dass sie sich bei uns bestens betreut und verstanden fühlen. - Du bearbeitest Kundenanfragen eigenständig über Telefon, Chat oder E-Mail und schaffst durch dein professionelles und freundliches Auftreten Vertrauen. - Du kalkulierst und erstellst Angebote auf Basis der Kundenvorgaben und stimmst die Druckumsetzbarkeit mit ihnen ab. - Du berätst Kunden zu Produkten und Möglichkeiten und unterstützt sie bei Anliegen zu ihren Aufträgen. - Du erfasst, planst und bearbeitest Aufträge zuverlässig. - Mit deinem Charme baust du bestehende Kundenbeziehungen weiter aus und stellst sicher, dass sich unsere Kunden rundum gut betreut fühlen. Qualifications - Abgeschlossene kaufmännische Ausbildung - Schnelle Auffassungsgabe und Lernbereitschaft - Erfahrungen in Druck oder Grafik sind vom Vorteil (Digital & Print) - Einige Jahre Berufserfahrung Company Description Erfolgversprechende Werbemittel-Agentur aus Hamburg. Ehrlich und echt, unkompliziert und unbürokratisch, mitwirkend und direkt, erreichbar und hilfsbereit.

Role Description Join Speedy Glass as a Customer Service Agent and help us deliver outstanding customer service to every guest, every time! - Respond to customer service calls in a timely, courteous, and professional manner. - Place client orders with accuracy. - Refer escalated customer calls to the Call Centre Supervisor. - Investigate and troubleshoot customer service issues, with the goal of resolution. - Effectively and accurately communicate brand identity and corporate position. - Assist customers with standard account-related requests. - Provide information about company products and services, charges, service conditions, and availability. - Update the database with accurate messages regarding transactions. - Conduct callbacks to ensure customer satisfaction, close jobs, and manage schedules. - Other duties may be assigned as required. Qualifications - 1-3 years' experience in customer service, preferably in a call center role. - Ability to skillfully operate a telephone, computer, and related peripherals. - Proficiency with Microsoft Excel. Requirements - Sitting for extended periods of time. - Interacts with employees, management, and the public at large. - Ability to multitask and work efficiently in a fast-paced environment. - Repetitive work. - Overtime. Benefits - Comprehensive benefits package. - Paid time off paid on each paycheck. - Paid holidays. - Paid sick days. - And much more!

Role Description We are looking for a highly capable Customer Support Manager to take full ownership of our customer experience and lead our customer support team. This role is not just about answering messages; it's about managing people, building systems, and continuously improving how we handle customer interactions at scale. - Lead and manage the customer support team across all channels (email, Instagram DMs, support platforms) - Ensure the team delivers fast, accurate, and high-quality responses - Set clear standards, workflows, and expectations for the support team - Monitor team performance (response time, resolution rate, customer satisfaction) - Train, guide, and improve team members continuously - Identify weak points in the team and fix them (process, people, or tools) - Handle escalations and complex customer cases - Build and optimize support systems, templates, and automations - Implement and manage AI-driven support solutions where relevant - Work closely with operations, logistics, and fulfillment to resolve issues efficiently - Maintain a premium and consistent GUAPI brand tone across all communication Qualifications - Proven experience managing a customer support team (preferably in e-commerce or fashion) - Strong leadership and people management skills - Ability to build systems and processes, not just execute tasks - High level of organization and accountability - Strong decision-making and problem-solving ability - Clear and professional communication skills - Comfortable with tools like Shopify, Gorgias, or similar platforms Key Traits - Ownership mindset - Structured and detail-oriented - Proactive and solution-driven - High standards for quality and speed - Able to manage pressure and volume Goal of the Role Build and manage a high-performing customer support team while creating a scalable, efficient, and premium support system that strengthens the GUAPI brand experience.

• Owns CX-facing AI enablement across pre-purchase, post-purchase, and service recovery journeys, in partnership with Product on model configuration, intent design, and platform capabilities. • Translate customer insights and agent workflows into AI use cases, intents, escalation logic, and experience standards. • Partner with Product and Engineering to influence AI roadmaps while championing responsible, brand-safe AI practices. • Evaluate and recommend AI platforms, tools, and vendors through a CX and scalability lens. • Owns configuration, optimization, and business performance of CX tooling (telephony, WFM, messaging), while partnering with Product & Engineering on architecture, integrations, and platform decisions. • Lead tool evaluation and optimization to improve agent productivity, queue management, and CX quality. • Own WFM configuration, including channel-based forecasting and staffing across voice, chat, sales, and support. • Hold vendors accountable to performance, delivery timelines, and scalability requirements. • Own day-to-day AI performance across channels, including containment, deflection, CSAT, resolution quality, and efficiency impact. • Define success metrics and reporting that connect AI performance to CX outcomes and financial results. • Lead root-cause analysis on performance gaps and drive cross-functional improvements. • Partners with Product and Engineering to define integration requirements, success criteria, and prioritization for CX AI capabilities. • Owns AI-readiness and structure of CX knowledge systems (taxonomy, retrieval quality, governance), in partnership with Content and Product teams who own underlying CMS platforms. • Partner with Quality, Training, and Knowledge teams to align human and AI learning standards. • Establish governance and quality standards for AI prompts, responses, and knowledge updates. • Lead AI and technology initiatives from scoping through launch, adoption, and optimization. • Serve as the primary CX owner for AI and tooling initiatives across Product, Engineering, Data, Operations, and vendors. • Develop project plans, communication cadences, and success metrics to drive alignment and execution.