Customer Success Manager (German)

At Phira Ventures, we build and invest in businesses with purpose. This role is at one of our portfolio brands, and you'd be joining the team directly.

The brand sells health & wellness products DTC in the German market. The hero product has won many awards and is well-established in its segment.

Over 200,000 people already trust our brand, and over 15,000 of them have said so publicly. Our reviews are the kind most DTC brands only wish they had, and that is not an accident.

Customer service is one of our core pillars. Many brands have handed it over to AI. We haven't. We want to ensure that every customer receives a personal, quick, and honestly helpful reply.

You'll be who our customers talk to, and your main job is to make sure every single one of them walks away happy.

• Answer customer emails and messages quickly, warmly, and in flawless German. Every ticket is a person with a problem, and your job is to solve that problem.
• Reply to our reviews, the great ones and the critical ones.
• When a parcel is late, lost, or damaged, you take over. You interface with our warehouse and logistics partners, chase it until it's resolved, and keep the customer in the loop the whole way so they never have to ask twice.
• The three points above are the mechanics. The actual job is making sure nobody who buys from us has a bad experience.
• Fix root causes, not symptoms. If 200 people ask the same question, the answer isn't 200 replies - it's a change to the product page, the packaging insert, or the shipping confirmation. You find those patterns and push the fix through.
• Help center, FAQs, response templates, workflows: everything that makes answers faster without making them colder.
• Be the voice of the customer internally. You'll hear things about our products that nobody else in the company does. Product and marketing need that input, and we expect you to bring it to them rather than wait to be asked.
• Use AI where it makes you sharper. Sorting, researching, spotting patterns across thousands of tickets, preparing your own drafts.

• Fluent German with a warm, natural writing tone.
• Genuinely responsive. You work flexible hours, but our customers never feel it. Nothing sits unanswered in the inbox for longer than one business day.
• You actually care about this. You get satisfaction out of solving someone's problem and reading the thank-you that comes back. If customer service reads to you like a stepping stone to something else, this isn't the role.
• Calm with difficult customers. An angry email doesn't rattle you, and you know how to de-escalate.
• Extremely organized: clean workflows, on top of the details, nothing falls through the cracks.
• Ownership mindset: you set your own deadlines and hit them without being chased.
• A strong, proactive communicator with customers and with the rest of the team.
• Tech-savvy and AI-proficient, with concrete examples of using AI to work faster and better.
• We don't require any customer success experience. We do require someone who learns fast, takes responsibility, and cares about doing this well.
• Experience in customer service or e-commerce support (Gorgias, Shopify or similar)
• Experience coordinating with warehouses, fulfillment, or logistics partners

• Real ownership from day one
• A proven product and an established brand, where your work directly protects and grows our reputation
• Meaningful work: a direct, positive impact on hundreds of thousands of lives
• A clear path to full-time and to owning the full customer experience
• Direct access to the founders and exposure to the wider Phira ecosystem of ambitious builders
• A collaborative, international culture — a team of A-players from 9+ nationalities
• Regular trainings from a venture studio with 10 years of industry experience. We pass on what we've learned and bring in external guest speakers to do the same.
• Free access to the world-class products we are building