Customer Service Specialist (all genders)

ABOUT YOU is one of Europe’s fastest growing e-commerce companies. Based in Hamburg and Berlin, we operate at the intersection of fashion and technology. Our mission is to rethink online shopping and make it personal and seamless. This takes more than good ideas. It takes people who take initiative and challenge the status quo. We believe in flat hierarchies, direct communication, and pragmatic decisions. No long approval chains. Just ownership, trust, and clear responsibility. We work hard, but we also believe in enjoying the ride together - over team lunches, afterwork drinks, company events, or a quick coffee in between meetings. If this sounds like you, ABOUT YOU could be the right place to bring in your perspective. Structured handling of complex and escalated customer inquiries, complaints, and claims via email (Last Level Support - no direct customer phone contact) Independently investigating cases within our systems with extended permissions and collaborating closely with internal stakeholders, particularly Finance, Tech, and Legal, to find solutions Collaborating with internal teams to optimize processes and workflows based on insights gained from case resolutions Supporting our Quality team in ensuring the quality of our external partners Contributing to knowledge sharing within the team by documenting workflows in English and ensuring knowledge is captured sustainably Taking on responsibility for projects and special cases at an early stage First experience in customer service (e.g. in a call center environment or on the service provider side) is a strong plus - but motivated career changers with a passion for solving complex cases and conducting in-depth research are also very welcome For us, practical experience matters more than theory. Your personality and logical thinking are what count - a university degree or specific professional training is not required You have a quick grasp of new topics, strong problem-solving skills, and enjoy investigating complex cases in depth (“detective work”) You communicate confidently in writing, have a strong service mindset, and maintain a professional approach when working with our internal departments You are open to learning new tools. First experience with Google Workspace, Confluence, Jira, or Zendesk is a plus, but not a must - we will teach you everything you need to know You work in a structured and conscientious manner and bring a hands-on mentality as well as a high level of initiative You have excellent German and English skills, both written and spoken You enjoy working in a team and remain calm even when dealing with challenging cases Your perks at a glance: Visit our benefits page . Simply apply online via our career page - we will get back to you as soon as possible! A Place Where You Can Be You We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are. Different backgrounds and perspectives make us stronger and shape our culture in ways that matter. What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.