Customer Success Manager

About the Job Join us in reshaping the future of golf! With a team of over 85 passionate people, we're dedicated to our mission in revolutionizing the golf industry one swing at a time. Our international Customer Care team, based in Munich, is seeking a motivated Customer Success Manager (all genders welcome!) to become part of our company in a dynamic and innovative environment. Ready to embrace your Vice? Your Fairway Manage and continuously optimize customer care operations for our North American market Ensure service excellence across all customer touchpoints by leveraging tools, processes, and data Own, develop, and refine workflows and automations in Zendesk, including AI-based assistance and macros Collaborate closely with global cross-functional teams (Operations, Marketing, Tech) to align on priorities and ensure a consistent customer experience Monitor KPIs and customer satisfaction metrics; identify trends and turn insights into actionable improvements Support the implementation of AI tools and participate in further automation of service processes Your Scorecard 5+ years of experience in Customer Care / Customer Experience, ideally in e-commerce or DTC brands Solid knowledge of golf or a strong personal affinity for the sport Deep hands-on knowledge of Zendesk (or alternative tools) and its automation potential; experience with setting up or improving workflows is a must Experience with AI tools in customer service – ideally including implementation or integration – is a strong advantage. A passion for customer satisfaction and operational excellence, combined with a pragmatic mindset Proactive, solution-oriented and well-organized approach to work Excellent communication skills in English (spoken and written) ; native-level fluency preferred Experience working remotely across time zones; location ideally in Central or Mountain Time (CST/MST) for optimal collaboration with our European and US-based teams Our Clubhouse We embrace diversity and innovation – our motley team comes from all backgrounds and perspectives, united by fresh and bold ideas. Taking ownership from day one – our ambitious vision relies on every individual stepping up to bring Vice Golf to the next level. Grow with us – we place great emphasis on your personal development, where you benefit from not only regular performance feedback but also an annual training budget. About us Welcome to Vice Golf, where innovation meets performance in the world of golf. From top-tier golf balls to cutting-edge clubs, apparel, and accessories, we offer a comprehensive lineup of products tailored to golfers of all levels, from enthusiasts to professionals. Established in 2012, Vice Golf has rapidly established itself in markets all around the world, captivating people with our high-quality offerings.