Customer Care Manager

About the role

As a Customer Care Manager, you will serve as the voice of The Better Cat, providing empathetic and efficient support to our community of cat owners. You will manage inquiries across email, chat, and social media while ensuring high service quality and contributing to process improvements. This role acts as a key interface between customers and our internal operations, product, and marketing teams.

Responsibilities

• Answer customer inquiries via email, chat, and social media with empathy and professionalism.
• Monitor and improve key service metrics such as First Response Time, CSAT, and One-Touch-Resolution-Rate.
• Provide expert advice to the community regarding nutrition, products, subscriptions, and deliveries.
• Manage orders, returns, subscription adjustments, and complaints within Shopify and our helpdesk system.
• Collaborate cross-functionally to provide structured feedback and resolve recurring issues.
• Develop and maintain customer care processes, templates, and the knowledge base to support scaling.
• Handle escalations by finding pragmatic solutions that balance customer needs with company interests.

Required skills

• Customer Service
• Shopify
• Helpdesk software
• German
• English

Nice to have

• Gorgias
• Zendesk
• Freshdesk
• Klaviyo
• AI software
• Claude
• ChatGPT

Qualifications

• At least 2 years of experience in customer care, customer service, or support
• Experience in consumer goods, D2C, or e-commerce environments
• Native-level German (C2)
• B2 level English

Benefits

• Flexible working hours
• Product discounts
• Free beverages
• Deutschland-Ticket
• Wellpass membership
• Team events

About the Company

The Better Cat is Germany's first cat food brand focused on preventive ingredients, aiming to provide cats with a longer and healthier life through high-quality nutrition and smart science. We are a young, fast-growing company that supports local animal shelters and values a strong, community-driven brand experience.