We are looking for a passionate new team member to join us as a Customer Service Process Manager (d/f/m).About the Team:The Customer Operation Team is responsible for providing support to our private users through our portfolio of trusted service partners. They ensure that our users have a safe and reliable experience on our platform through moderation of user generated content. The insights they gain from contact with users are shared with the wider business to help shape future product developments.The role:In your role as CS Manager you are part of the Customer Operations Team for kleinanzeigen.de. You will be in charge of defining the department’s CS processes and implementing those to achieve expected outcomes in quality and budget and to hold true to our customer promises. Your focus will be on the following topics:  Ensure high quality customer serviceUnderstand and analyze the origin of the problems encountered to respond precisely to the requests of our usersContribute as reinforcement where necessary to spread knowledge and informationReport any anomalies encountered by usersHelp monitor and analyze CS activitiesBe a source of suggestions for improving proceduresHelp with task planningYou collaborate closely with the other CS teams across Adevinta’s European marketplaces Your skill profile:You have >2 years of experience as leading CS agent, CS manager and / or moderator in a social media / web moderation service You have already successfully delivered (CS) projects You have a “Customer” oriented quality mind-setYou have great communication skills, with the ability to find a diplomatic approach in sensitive situations with customers, NGOs or other governmental bodiesYou know how to set up visualised processes for different stakeholder groupsYou have excellent German and English language skills, in written and verbal communication You have the ability to work in a fast-paced environment and adapt to changing prioritiesYou have experience in working in cross-functional teamsYou have an independent "hands-on" way of working as well as a high level of team orientation