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Omaze is a fast-growing fundraising platform that combines charitable giving with once-in-a-lifetime prize experiences. Since launching in the UK in 2020, the company has raised over £150 million for charities and created over 40 millionaires. Now expanding aggressively across Europe, Omaze launched in Germany in June 2025 with ambitious growth targets.
As Customer Service Manager for the German market, you will own the end-to-end customer experience strategy and execution. You'll oversee a larger outsourced support function managing email, voice, and live chat channels while working closely with senior leadership to shape CX strategy and drive continuous optimization.
Key responsibilities include: building and nurturing a strong partnership with the outsourced support vendor; serving as the liaison between the support team and internal functions (Product, Marketing, Delivery); driving daily, weekly, and monthly performance reviews to ensure SLAs, CSAT, and first-response-time targets are met; gathering local customer insights and market-specific trends to advocate for improvements; leading escalation and incident management for high-tier German customers; coordinating resource planning and capacity forecasting during high-volume promotional periods; and representing the CX function in broader business initiatives.
You'll act as the voice of the German customer, surfacing insights and trends to improve the overall customer journey. The role requires building scalable processes, improving tools and documentation, and leveraging technology to enable efficient team response as demand grows.
Ideal candidates have solid experience managing customer service or customer experience teams, proven vendor management experience at scale, fluency in German with hands-on multi-channel support expertise (email, voice, live chat), strong data-driven decision-making skills with performance metrics (CSAT, FTR, SLAs), and excellent cross-functional collaboration abilities. You should be technology-curious, organized, predictable, and comfortable handling pressure and escalations. A genuine customer-centric mindset and interest in understanding the end-to-end experience for the German audience is essential.
