Operations Manager (All Genders)

ABOUT TRADEBYTE

At Tradebyte you work hand in hand with the biggest players in e-commerce – from hip fashion brands to big online shops. We offer you an open work structure and an incomparable team spirit. We believe that work and passion are compatible and for that we offer the appropriate surroundings. With continuous growth, we are looking for new colleagues who share our passion for work. Love what you do – do what you love. Become part of Tradebyte, an independent company within the Zalando Group!

THE ROLE & THE TEAM

The 1st Level Support (Operations) team delivers exceptional B2B customer service supporting Brands and Marketplaces. The Operations Manager handles incidents and requests efficiently and effectively while aligning with SLOs/SLAs and KPIs. With a strong focus on operational excellence, you will monitor the support queue and ensure effective case handling with customer satisfaction in mind. You have a proactive approach to monitoring and problem-solving, with strong customer communication skills and ensuring rapid speed to resolution, whilst also contributing to continual improvements with the team.

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

• Being the initial support for customers or partners experiencing technical issues, providing end-to-end assistance within established service levels (SLAs). 

• Issue Resolution & Escalation: Investigating and resolving issues promptly or escalating them as needed to meet SLA commitments.

• Proactive Communication: Keeping customers informed with timely updates throughout the resolution process, ensuring SLA adherence. 

• Feedback for Improvement: Sharing insights and identifying opportunities for process optimization, collaborating with Application/Product Managers, Service Delivery Managers, and Product & Technology teams to drive improvements across Operations.. 

• Integration Monitoring: Using tools to monitor brand and marketplace performance, identifying and addressing issues proactively.

WE’D LOVE TO MEET YOU IF

• You are a Tech Enthusiast: You love exploring new technologies, tools, and techniques. 

• You have a Customer-Centric approach: With support experience, you excel at troubleshooting, resolving issues, and consistently delivering exceptional service and customer satisfaction.

• You are familiar with XML and CSV, and eager to deepen your knowledge in data integration. 

• You’re proactive and comfortable solving challenges independently.

• You are proficient with ITSM tools.

• You are an organized Team Player: Motivated, detail-oriented, and collaborative.

• Language Proficiency: Fluent in English; German is a plus. You can convey complex concepts clearly in both languages if needed

​EMPLOYEE BENEFITS YOU’LL LOVE

• You’ll play a decisive role in shaping an agile, fast-growing, international company and be supported by an open-minded working environment

• Competitive salary package, employee share shop, 40% Zalando shopping discount (30% Zalando Lounge)

• You’ll be given various learning and development opportunities to enhance your professional development

• Flexible working hours, home office options

• 27 vacation days per year that increase up to 30 days, volunteering time off and several sabbatical options after 2 years

• We’ll help you commute to the office with zero emissions: through a rented company bike or by charging you electric car at our e-charging station

• Access to additional German or English classes to improve your language skills

• Visa support for our foreign employees 

• A variety of health offers to support your well-being, as well as free beverages and fruits