Customer Care Operations & Partner Manager

About Doonails

Doonails is an innovative and rapidly expanding beauty startup focused on revolutionizing the manicure industry. We offer studio-quality nail care products directly to customers through our online store and leading retail partners, providing convenient, stylish, and fast solutions at home.

Your Role & Impact

As the Customer Care Operations & Partner Manager, you will lead both the strategic and operational management of our external customer support network. Acting as a Key Account Manager for our partner network, you will coordinate resources, streamline workflows, and ensure outstanding customer service, transforming customer support into a strategic success factor for Doonails through KPI-driven processes, automation, and modern quality management.

Key Responsibilities

• Manage and coordinate our external support team, including organizing briefings, onboarding new partners, and continuously updating them with product and process information.
• Monitor key performance indicators such as First Response Time, Customer Satisfaction (CSAT), ticket backlog, and resolution rates, providing regular performance reports.
• Ensure quality standards by conducting thorough ticket reviews, giving structured feedback, and continuously improving customer service guidelines.
• Optimize processes and tools by refining workflows, escalation procedures, and macros while actively advancing digitalization and automation initiatives, including AI-based support tools.
• Collaborate closely with Product, Marketing, and Supply Chain Management teams to ensure stakeholders are timely informed within the partner network.
• Track emerging customer support trends like AI, self-service, and community support, implementing pilot projects to enhance our service experience.

Required Experience & Skills

• Several years of experience in customer care or support, preferably within e-commerce, D2C, or scale-up environments.
• Demonstrated capability in managing external service providers, partner agencies, or freelancer teams.
• Strong affinity for structured processes and technology, with enthusiasm for support tools and automation.
• Analytical mindset oriented around KPIs, capable of interpreting support reports and driving improvements.
• Exceptional organizational skills combined with clear, respectful, and reliable communication, even under pressure.
• Fluent in both German and English, in written and spoken form.

What We Offer

• Competitive salary tailored to your qualifications and experience.
• A genuine ownership role with extensive trust and freedom to shape your work.
• Fully remote work within Germany, allowing flexible location choices.
• Growth opportunities including increased strategic responsibilities internationally and new service innovations.
• An annual professional development budget of €1,300 for your personal growth.
• Inclusive access to Nilo Health services supporting mental health.
• Urban Sports membership to support your physical wellbeing.
• Financial support for coworking spaces or home office equipment.
• Workation opportunities in Cyprus with open office access.
• European team events fostering a strong team spirit.

Additional Information

To enhance our recruitment process, we may utilize artificial intelligence tools for reviewing applications, analyzing resumes, and assessing responses to identify inconsistencies or verification signals. These tools support but do not replace human decision-making; final hiring choices are made by our team. For details on data processing during recruitment, please contact us.