Sr. Customer Service Manager DACH (mfd)

• HOLYis the soft drink revolution: With our powdered drinks HOLY Energy HOLY Hydration HOLY Iced Tea and HOLY Milkshake you get amazing taste across 50 flavors while maintaining a good consciencefor your body & the environment.
• Over 2M loyal customers: Started in a shared apartment by three best friends we have scaled to Europes fastest growing consumer brandand our cult-like community the HOLY Squad loves it: 4.6 stars on speak for themselves.
• From D2C to Global Omnichannel: In less than four years weve profitably scaled HOLY to more than 150M D2C revenue in DACH FR UK and PL. Now scaling our retail business were on an exciting transition to becoming a true omnichannel rocketship.
• We are still just getting started: Backed by the worlds best consumer investors we aim to revolutionize the soft drink industry and build a generational love brand: tastier healthier & more sustainable. Our team of 150 people aims high (Coca-Cola were coming for you!)

Were looking for aSenior Customer Service Managerto lead our DACH Customer Service team and set the standard for what great support looks like in German-speaking markets.

At HOLY Customer Service isnt just about solving problems - its acore part of the brand experience. Every ticket every response every interaction is a chance to turn a customer into a fan for life. Our CS team is fast human and deeply HOLY - and we need a leader who keeps it that way while driving real performance.

Youll take full ownership of theday-to-day operationsof a team of 11 across full-time part-time and Minijob contracts acting as thedirect people managerresponsible for performance development and culture. Youll report directly to theCustomer Service Team Leadand serve as the operational backbone of the DACH squad - keeping quality high KPIs green and the team growing.

Day-to-Day Operations

• Ensure smooth daily operations and consistent achievement of key service KPIs including first response time CSAT and one-touch ticket rate
• Own ticket volume forecasting (expected vs. actual) to proactively manage capacity and prevent bottlenecks
• Monitor performance trends and identify risks early-escalating issues with clarity and urgency
• Act solution-oriented with a strong focus on customer satisfaction while always protecting the companys interests

Team Building & Leadership

• Recruit onboard and develop high-performing CS agents across the DACH region
• Foster a culture of excellence ownership and continuous improvement-with high engagement and strong results
• Lead by example- set clear expectations around quality productivity and customer-centric behavior
• Serve as a sparring partner for team members - coaching providing feedback and supporting both operational and personal development
• Delegate tasks effectively ensuring clarity of ownership and alignment with individual strengths
• Hold the team accountable for agreed objectives service standards and performance metrics
• Conduct regularperformance check-ins feedback sessions and development discussions
• Take ownership of addressing underperformance- including setting performance improvement plans and making tough personnel decisions when necessary

Cross-Functional Collaboration

• Work closely with your manager the Customer Service Lead to drive continuous improvements and embed new ideas into daily operations
• Ensure tight collaboration between the DACH team and cross-functional stakeholders (Operations Marketing Campaigns)
• Coach direct reports to communicate customer feedback in a structured proactive way-surfacing root causes not just surface-level fixes
• Ensure that issues are durably resolved-with sustainable solutions that prevent recurrence

Shift Planning & Workforce Management

• Plan shifts in alignment with campaign volumes to deliver consistently high-quality support at all times
• Coordinate schedules of mini-jobbers and freelancers to ensure optimal team coverage
• Review and validate freelancer invoices
• Ensure mini-jobbers working hours are recorded accurately and on time in the HR system
• Approve and monitor vacation requests to safeguard team capacity
• Stay hands-on by supporting the team with ticket handling and daily tasks - keeping a real-time pulse on operational reality

• 2-4 years of experience in Customer Service including team leadership in an e-commerce or D2C environment
• Proven people management skills -experience leading teams of 8 with varying contract structures
• Strong command of CS KPIs and the ability to translate data insights into concrete actionable measures
• Hands-on experience with CS and e-commerce tools such as Gorgias Shopify Klaviyo or similar platforms
• Native-level German (C2) and strong business-level English - confident across all stakeholder levels
• Experience with shift planning and workforce coordination including freelancers and Minijobbers

In todays job market A-players have many options to choose from. As part of our offer we prioritise providing a productive working environment and opportunities for addition to competitive compensation including company shares you can expect:

• A successful and growing company: Join a company that has been growing profitable and quickly for the last 36 months and have raised a series B while many other e-commerce companies are struggling.
• Huge impact: Enjoy huge impact to shape HOLYs internationalisation in a top market.
• Awesome team: Join an awesome team of colleagues who are ambitious funny down-to-earth and authentic. Get to know us and see for yourself!
• Top product: Marketing is important but a good product is essential. Our differentiated soft drinks have won over 2.5 million customers. Check out our reviews or contact us for free samples.
• Startup culture: Join a startup culture that values flat hierarchies fast pace and personal development. With us you can make a real impact.
• Perfect setup: Enjoy a perfect setup that includes all the requirements of a modern employer such as a central office in Berlin Prenzlauerberg flexible working hours and much more.
• Competitive comp. equity: Join us at a pivotal stage of hypergrowth. We offer a strong salary and meaningful equitygiving you the chance to share in our current success and benefit from the massive upside as we scale.
• How we support your growth: flexible hours 28 vacation days 30 work-from-abroad days 1500 learning budget Urban Sports Club membership public transport subsidy and biannual 360 feedback tied to your compensation.

Find out more about HOLY and our team on ourcareers page.

As we are experiencing rapid growth and have ambitious plans the optimal start date for the position is today. Nonetheless we are prepared to patiently await the arrival of the ideal candidate recognizing that quality ultimately yields the best results.

1. Getting to know you: We will have a 30-minute screening interview where we will talk to you more about HOLY and the position and see if our expectations match.
2. Case study & second interview: As soon as you have successfully completed the first interview you will receive a case a second meeting Joscha and our COO Markus will discuss your case study with you and answer questions about our workspace the HOLY Temple.
3. Reference calls: At this stage wed like to connect with 12 former colleagues or managers who have worked closely with you. These conversations help us better understand your working style and strengths from those who know you professionally.
4. Interview with Fredi: As a strong cultural fit is important to us you will have a final meeting with Fredi one of our HOLY Founders. This gives both you and us the opportunity for a final check.
5. Job offer and decision: If everything goes well you will receive an offer and we are ready to embark on this journey together with you!

Typically his process should take around 2 weeks.