Customer Care Back Office Advisor

About the role

As a Customer Care Back Office Advisor, you are part of the team that supports the everyday customer experience at Westwing. You will work behind the scenes to support customer inquiries, resolve issues, and ensure every customer receives efficient, helpful, and solution‑oriented support throughout their journey.

Key responsibilities

• Support the management and resolution of customer issues by coordinating with external partners, including suppliers, carriers, and warehouses.
• Assist the Front Office team with customer claims and escalations, ensuring timely and effective resolutions.
• Monitor and document issues and process gaps throughout the customer journey, from purchase to delivery.
• Collaborate closely with Logistics Operations, Finance, Quality, Supply Chain, and other internal stakeholders to resolve cases and improve processes.
• Identify recurring customer needs and contribute to continuous service and process improvements.
• Ensure a high standard of quality, accuracy, and professionalism across all customer‑related communications and case management activities.

Required profile

• Experience in Customer Service, Customer Support, or a similar customer‑facing role.
• Strong organisational skills with the ability to prioritise effectively in a fast‑paced environment.
• Ability to collaborate confidently with multiple internal teams and external partners to find customer‑focused solutions.
• Strong customer‑first mindset combined with empathy and professionalism.
• Excellent communication, stakeholder management and problem‑solving skills.
• Fluency in English and German.

What we offer

• High‑performance culture built on trust, feedback and collaboration.
• Inspiring international environment that empowers ownership and growth.
• Flexible hybrid setup with three office days per week and up to four weeks of work‑from‑anywhere per year.
• 30 days of paid holiday and a dog‑friendly office with inspiring spaces.
• Exclusive discounts on Westwing Collection and third‑party brands.
• Wellbeing support through mental health resources, sports memberships and preventive care.
• Sustainable mobility options with discounted public transport and JobRad.
• Support for working parents, including on‑site daycare and partnership with multilingual provider.