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About the Role
In this role, you will be responsible for optimizing our processes and continuously improving the customer experience, with a focus on e-commerce. You will contribute to a modern, scalable customer care structure in close collaboration with digital, product, and operations teams.
Responsibilities
- Take operational responsibility for our customer care area in daily business and ensure smooth operation.
- Support the development of the area from a pure service center to a profit center by introducing and testing upselling and cross-selling approaches in customer contact.
- Contribute to the further development of our existing Gorgias system and get involved in the introduction of automations and AI solutions such as chatbots or self-service options.
- Monitor and optimize processes, KPIs, and workflows to improve efficiency, customer satisfaction (CSAT, NPS, CES), and customer lifetime value (CLV).
- Work closely with the digital, product, and operations departments and contribute the voice of our customers to relevant discussions to minimize conversion drop-offs and increase repurchase rates.
- Identify recurring pain points and develop solutions.
Requirements
- 1-2 years of experience in customer care, ideally in e-commerce.
- Commercial basic understanding and initial experience in using service interactions as a revenue opportunity (retention, cross- and upselling).
- Familiarity with Gorgias, Zendesk, or comparable ticket systems and experience in process design and optimization.
- Interest in AI, automation, and digital tools, and openness to learn new systems.
- Analytical, communicative, and organizational strengths, with a preference for working both conceptually and operationally.
- Native-level German language skills.
Skills
- Customer Care
- E-commerce
- Upselling
- Cross-selling
- Gorgias
- Zendesk
- Ticket Systems
- Process Optimization
- Automation
- AI
- Chatbots
- Self-Service
- KPI Monitoring
- Workflow Optimization
- Customer Satisfaction (CSAT, NPS, CES)
- Customer Lifetime Value (CLV)
- Digital Tools
- Analytical Skills
- Communication Skills
- Organizational Skills
Location
- Berlin
- Remote
Work Type
- Hybrid
- Full-time
Experience Level
- 1-2 years
Benefits
- Creative freedom in a fast-growing, creative start-up
- Inspiring team with short decision-making processes and trust in your ideas
- Modern office in Berlin-Charlottenburg
- 2 days of home office per week
- Subsidies for Urban Sports Club & Deutschlandticket
- Exclusive discounts on products & treatments (50%)
- Receive every new product as a gift once
About the Company
- DR. EMI ARPA Skin GmbH stands for modern, scientifically based skincare manufactured in Germany.
- Founded by Berlin-based dermatologist Dr. Emi Arpa, the company combines effective, high-quality ingredients with ferments to create effective and sustainable solutions for all skin types.
- Vegan and PETA-certified, DR. EMI ARPA Skin places great importance on transparency and skin health, aiming to usher in a new era of skincare.
- Our team consists of around 60 colleagues in the premium skincare sector – dedicated, supportive, and passionate about high-quality products.
- We value a respectful, open interaction.
- Different perspectives enrich our work, and we want to create an environment where everyone feels welcome and can develop professionally and personally.
- What matters to us is your passion, your quality standards, and your desire to rethink skincare with us.
- Here you will find a team that works closely together, takes responsibility, and wants to grow together.