Sr. Customer Service Manager - DACH (m/f/d)

About HOLY:
• HOLY is 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 conscience—for your body & the environment.
• Over 2M loyal customers: Started in a shared apartment by three best friends, we have scaled to Europe's fastest growing consumer brand—and our cult-like community, the HOLY Squad, loves it: 4.6 stars on reviews.io speak for themselves.
• From D2C to Global Omnichannel: In less than four years, we've profitably scaled HOLY to more than €150M D2C revenue in DACH, FR, UK and PL. Now scaling our retail business, we're on an exciting transition to becoming a true omnichannel rocketship.
• We are still just getting started: Backed by the world's 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, we're coming for you!)

About the Position:
We're looking for a Senior Customer Service Manager to lead our DACH Customer Service team and set the standard for what great support looks like in German-speaking markets.

At HOLY, Customer Service isn't just about solving problems - it's a core 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.

You'll take full ownership of the day-to-day operations of a team of 11 across full-time, part-time, and Minijob contracts, acting as the direct people manager responsible for performance, development, and culture. You'll report directly to the Customer Service Team Lead and 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 company's 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 regular performance 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

About You:
• 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

Our Offering:
In today's 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 growth. In addition to competitive compensation, including company shares, you can expect:

• A successful and growing company: Join a company that has been growing profitably and quickly for the last 36+ months and has raised a series B, while many other e-commerce companies are struggling.
• Huge impact and career growth: Enjoy huge impact and hence explosive career growth, build your own market, and shape HOLY’s 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 customers. Check out our Trustpilot reviews or contact us for free samples.
• Future of e-commerce: Be part of the future of e-commerce and help set new standards in many areas. Work with the best minds in the industry.
• 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.
• How we support your growth: flexible hours, 28 vacation days, 30 work-from-abroad days, €1,500 learning budget, Urban Sports Club membership, public transport subsidy, and bi-annual 360° feedback tied to your compensation.

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

The Process:
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.

• 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.
• Case study & second interview: As soon as you have successfully completed the first interview, you will receive a case study. In a second meeting, Joscha and our COO, Markus, will discuss your case study with you and answer questions about our workspace, the HOLY Temple.
• Reference calls: At this stage, we’d like to connect with 1–2 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.
• 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.
• 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.

Any questions or concerns?:
If you have any questions or feedback, please send an email to [email protected].