Customer Care Operations & Partner Manager (m/w/d)

Role Summary

Hi, we are Doonails! 💅🏼

A fast-growing beauty startup revolutionizing the manicure world. With innovative products, a strong community and presence in the online shop as well as with leading retail partners, we bring studio quality straight to your home, easily, quickly and stylishly.

And this is exactly where YOU come into play.

As a Customer Care Operations & Partner Manager (m/f/d), you will be responsible for the strategic and operational management of our entire external support network.

Your role & your impact ⚡️

You act like a key account manager for our customer care partner network: you coordinate resources, optimize workflows and ensure that every customer receives the best service. With a strong KPI focus, automated processes and modern quality management, you will expand customer support into a real strategic success factor for Doonails.

Your central tasks 👩💻👨💻

Coordination of the CS partner network

You manage our external support team, organize briefings, onboard new partners and continuously provide everyone with current product and process information.

KPI monitoring & reporting

You keep a close eye on first response time, CSAT, ticket backlog and resolution rates and regularly report performance developments.

Quality Assurance & Playbooks

Through targeted ticket reviews, you ensure our quality standards, give structured feedback and continually develop our CS guidelines.

Process & tool optimization

You sharpen workflows, escalation rules and macros while actively driving digitalization and automation (e.g. AI support tools).

Interface to business

You work closely with Product, Marketing and SCM to ensure that all relevant information reaches the partner network in a timely manner.

Innovation management in CS

You observe modern CS trends (AI, self-service, community support) and implement pilot projects to continuously improve our service experience.

This is what you bring with you 🤝

Experience: Several years of experience in the area of customer care / customer support, ideally in an e-commerce, D2C or scale-up environment.

Partner management: Proven experience in managing external service providers, partner agencies or freelance teams.

Process & Tech Affinity: You love structured workflows, think in efficient processes and are very enthusiastic about modern support tools and automation.

Affinity with numbers: KPIs are your orientation, you read support reports independently and derive concrete optimizations from them.

Organization & Attitude: You maintain an overview even in hectic phases, work in an extremely structured manner and communicate clearly, appreciatively and reliably.

Communication: Very good knowledge of German and English, both spoken and written.

Your perspective 📈

You will build the partner and operations setup of our customer care area from scratch and play a decisive role in shaping the service future of Doonails. As you scale, you will take on more strategic responsibility for international support structures and new service innovations.

• What we offer you 💝
• 💸 Fair pay, adapted to your qualifications & experience
• 🤝 A real ownership role profile with a lot of trust & scope for creativity
• 🇪🇺 100% remote in Germany: work flexibly from anywhere
• 📈 Growth potential: take responsibility & contribute your ideas directly
• 📚 €1,300 training budget per year for your personal development
• 🧘 Nilo Health, because mental health is important to us and your access is included
• 💪🏼 Urban Sports Membership

💼 Co-working space or home office equipment? We cover the costs!

🥳 Team events all over Europe because a strong team is everything