Junior Project Manager – Customer Service (all genders)

Your role

As a Junior Project Manager in the field of Customer Service, you will play a key role in driving customer support projects and optimizing automation to support our rapid growth and ensure an exceptional customer experience. This role will have a strong focus on reducing costs and improving efficiency, particularly in times of short supply. The position is split equally between Project Management (50%) and Customer Service (50%), allowing you to have a diverse and impactful role.

Focus – Project Management:

• Lead and manage customer support automation projects, ensuring seamless implementation and efficiency improvements
• Optimize Zendesk workflows, triggers, macros, and automations to enhance productivity and response times
• Identify and implement self-service solutions, such as FAQs and AI-driven support tools, to improve customer experience
• Collaborate with cross-functional teams (CS, IT, Marketing) to align automation strategies with overall business objectives

Focus – Customer Support:

• Manage customer inquiries via email and chat, ensuring a personalized, high-quality support experience
• Utilize automated responses and macros while maintaining a human touch in customer interactions
• Provide actionable insights and feedback to refine customer service strategies and improve ticket handling efficiency

Your profile

• 1+ years of experience in Customer Support with a focus on Project Management or hands-on experience in handling customer service projects
• Understanding of Zendesk (triggers, automations, workflows, explorer, macros) or a willingness to learn quickly
• Experience with customer service technology, automation, and process optimization
• Analytical mindset with the ability to interpret data-driven insights
• Ability to manage multiple projects independently while collaborating with teams
• Experience with AI-driven support solutions or automation tools is a plus
• English B2+/C1 level required as well as your regular attendance at the Berlin office

What we offer

• An appealing discount on all of our products – from essential oils to vitamins & nutrients
• We offer 28 days of paid time off per year plus up to 5 days off between Christmas and New Year
• The Urban Sports Club membership, Swapfiets bike rental and a subsidy for the BVG ticket
• A healthy balance is important to us: we offer a hybrid work model and 'workation'
• Receive various discounts of up to more than 50 percent on attractive brands such as Flaconi, Bosch, Apple or Expedia
• You will be given real ownership and plenty of room for new initiatives, as well as the opportunity to contribute your expertise and implement your great ideas
• Inviting office spaces with access to plenty of organic teas and superfoods from around the world
• We like to celebrate each other! Regular tea & office parties, Christmas and summer feasts and various influencer events such as Women's Day

Apply with your CV and cover letter via our application portal. To show us that you've read the entire job ad, please include the phrase 'YES, I AM SUNDAY'S NEW TEAM MEMBER' in the first sentence of your cover letter.

Contact
Sabrina Thome