Customer Care Operations & Partner Manager (m/f/d)

Hi, we are Doonails! 💅🏼 A fast-growing beauty startup that is revolutionizing the world of manicures. With innovative products, a strong community, and a presence in our online shop as well as with leading retail partners, we bring salon quality directly to your home—simple, fast, and stylish. And this is exactly where YOU come into play. As a Customer Care Operations & Partner Manager (m/f/d), you will take over the strategic and operational management of our entire external support network. Your Role & Impact ⚡️ You act like a Key Account Manager for our customer care partner network: you coordinate resources, optimize workflows, and ensure that every customer receives the best possible service. With a strong focus on KPIs, automated processes, and modern quality management, you will expand customer support into a true strategic success factor for Doonails. Your Key Responsibilities 👩‍💻👨‍💻 Coordination of the CS Partner Network: You manage our external support team, organize briefings, onboard new partners, and continuously provide everyone with up-to-date product and process information. KPI Monitoring & Reporting: You keep a firm eye on First Response Time, CSAT, ticket backlogs, and resolution rates, and regularly report on performance developments. Quality Assurance & Playbooks: Through targeted ticket reviews, you ensure our quality standards, provide structured feedback, and develop our CS guidelines further.