Senior Customer Service Manager, HOLY
DACH
Ethical soft drink retailers
Open for applications
Ethical soft drink retailers
101-200 employees
Open for applications
101-200 employees
Company mission
To become Europe's leading healthier soft drink brand.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
- 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
- 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
Application 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
Our take
The soft drinks industry is big business, estimated to reach a value of over $600 billion by 2030. However, many of the biggest brands are full of unhealthy and unethically sourced ingredients that are not in line with the push for more sustainable products. HOLY is a German company that wants to disrupt the soft drink industry with healthier and more ethically sourced alternatives.
HOLY’s two flagship products are its energy drink and iced tea. With sugar and taurine-free ingredients, the products come in powder form, which saves 90% on packaging and significantly decreases the amount of CO2 emissions from manufacture and transport compared to canned drinks.
As with many soft drinks, HOLY’s branding is key. Its vivid designs and online presence increase its appeal for the gaming community, who would typically lean toward large competitors such as Monster Energy. With good funding at its back and a 2026 push into the UK market, HOLY is on the right path to compete with well-established rivals, having sold more than 10 million drinks solely via its online marketplace.
Freddie
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (1 round)
Aug 2023
$12.4m
SERIES A
Total funding: $12.4m
Company benefits
- Join a successful and growing company
- Huge impact and career growth
- Awesome team of colleagues who are ambitious, funny, down-to-earth, and authentic
- Startup culture with flat hierarchies, fast pace, and personal development
- Central office in Berlin Mitte, flexible working hours, and much more
Company HQ
Kollwitzkiez, Berlin, Germany
Leadership
Mathias Horsch
(Co-Founder & Co-CEO)Previously the Founder and Chairman at the Asian-European Society Munich, Researching and Teaching Assistant at Technical University of Munich, Strategy Consulting at the EAC International Consulting and CX Strategy & Benchmarking at Amazon
Frederick Jost
(Co-Founder & Co-CEO)Previously Grwoth Equity at Eurazeo, Strategy Consulting at Boston Consulting Group, Investment Management at Holtzbrinck Digital, Online Marketing and Investment Relations at Tillhub GmbH
Phillipp Nass
(Co-Founder & CMO)Previously Director of Marketing at Crealytics, NY KnowGO Conference, Business Analyst Intern at Crealytics and Marketing Intern at HappyFresh
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