Customer Service Manager

Omaze is reinventing fundraising by offering people the chance to win once-in-a-lifetime prizes while raising millions for charities around the world. Since launching in the UK in 2020, we've become one of the fastest-growing companies in the country and now, we’re scaling our impact across Europe. We launched in Germany in June 2025 with ambitious growth goals and a clear mission: raise significant funds for local charities while delivering unforgettable experiences to our customers. In the UK alone, we've raised over £150 million for charity, and created over 40 new millionaires. Now, we’re building a standout team in Germany – and we need your help to do it. Learn more at omaze.de. 🔑 About The Job As our Customer Service Manager, you’ll play a key role in delivering a seamless, high-quality customer experience across every interaction. You’ll own and steer our customer experience activities in Germany, while overseeing a larger outsourced support function, ensuring we consistently meet performance targets across email, voice and live chat. Working closely with senior leadership, you’ll contribute to shaping and refining our customer experience strategy, while taking ownership of its day-to-day execution and continuous optimisation in the German market. You’ll be responsible for building scalable processes, improving tools and documentation, employing technology and enabling the team to respond efficiently as demand grows. Acting as the voice of the customer, you’ll surface insights, identify trends and work cross-functionally to improve the overall customer journey. 🔧 What You’ll Be Doing Vendor Relationship & Governance: Building and nurturing a strong, collaborative partnership with our outsourced support provider to ensure high-performance execution across the German market. Cross-Functional Alignment: Serving as the key liaison between the outsourced team and internal Omaze functions (Product, Marketing, Delivery) to align on upcoming German campaigns, product updates, and customer feedback. Service Level & Performance Oversight: Driving daily, weekly, and monthly performance reviews with vendor leadership to ensure email, voice, and live chat SLAs, CSAT, and FTR targets are consistently met for German customers. Voice of the German Customer: Gathering local customer insights, market-specific nuances, and recurring trends to advocate for improvements directly with cross-functional business partners. Escalation & Incident Management: Leading the CX response to local incidents and handling high-tier German customer escalations with empathy, local market context, and sound judgment. Resource & Capacity Coordination: Partnering with vendor management on workload forecasting and planning to ensure efficient agent coverage during high-volume promotional periods in Germany. Cross-Departmental Initiatives: Representing the CX function in broader business initiatives to champion a seamless, end-to-end experience for the German audience. 🫵 About You Customer Operations Experience: Solid experience managing customer service or customer experience teams. Vendor Management Experience: Experience managing or working closely with outsourced support partners at scale, with a focus on building strong relationships and driving partner performance. German Market & Channel Expertise: Fluent in German (or deep experience managing support for the German/DACH region) with hands-on experience across multiple support channels (email, voice, and live chat). Metrics & Data-Driven: Confident working with performance metrics (CSAT, FTR, SLAs) and using data to drive decisions and coach partner teams. Cross-Functional Collaborator: A clear and confident communicator who collaborates effectively across internal teams (Product, Marketing, Delivery) and acts as the connective tissue with external partners. Technology-curious: A drive to find technical solutions to improving customer experience, cost and scalability. Balanced S