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(Junior) Customer Operations Manager

Container xChange Hamburg Full-time

Every day, millions of containers are transported – and every third container is empty! We solve that problem.

How? The container is the single biggest innovation in logistics of the last century and has revolutionized not only an entire industry but also changed the way we live and do business. However, while this iron box itself is simple, standardized, and efficient; using and owning containers is an operational nightmare. Market transparency is limited, trust along the value chain is low and most processes are manual and error-prone. Our mission is to change this—by providing a neutral platform for container owners and users to collaborate easily and efficiently. We are here to connect global container logistics to take the hassle out of owning and transporting container equipment.

(Junior) Customer Operations Manager (f/m/d)

It is an amazing time to be joining xChange as we continue to transform container logistics around the world. We have grown to over 700 paid memberships serving over 2500 locations – ramping it up to 5000 customers by 2022. As our (Junior) Customer Operations Manager in the Leasing team, you will identify our members’ needs and make sure our members have a world-class experience leasing containers in and Your goal is to make them wildly successful!

You’ll be joining a Series A scale-up with ambitious ramp-up plans. Hence, our ideal candidate thrives on fast-paced start-up environments, taking full ownership, creating seamless operational and activation services, and scaling customer success processes.

Your tasks

  • Proactively approach customers to identify their needs and support them in matching and negotiation processes on xChange
  • Continuously improve the engagement for a set of customers — with a focus on reaction times, data accuracy, and transaction volume
  • Optimize our customer success processes and implement pilots, e.g. analysis of channel use, development of self-help services, avoidance playbooks etc.
  • Provide support to customers for any sort of inquiry via Zendesk, e-mail, or phone
  • Listen carefully to customers feedback and act as a “VIP customer” for our Product team to support feature development


Your profile

  • You have professional experience in logistics, customer support or business development
  • You have excellent communication skills – you enjoy day-to-day customer communication and are not afraid to pick up the phone to get problems solved
  • You are proactive, persistent, and diligent in all your tasks – you have a strong desire to take ownership of your task and initiative
  • You never settle and have an output-oriented problem-solving personality – you are passionate about our mission and want to disrupt an entire industry with us
  • Fluency in English – any other language (i.e. Russian or Mandarin) would be super nice but is no must-have
  • You have good knowledge of tools such as Salesforce, Zendesk Microsoft Office (especially Excel) – SQL knowledge is an advantage

What to expect

  • An exciting role: You have direct impact on our company growth and the chance to grow our transaction volume significantly
  • The chance to actively shape our customer success processes and to bring your own ideas to life
  • Potential to grow your career in a fast-growing, international environment
  • A highly motivated, enthusiastic Customer Success team – we can’t wait for you to join our team

What we offer

  • A dynamic and international team with ~46 nationalities across our 160+ team members & extremely flat hierarchies
  • A highly scalable product with a proven product-market fit ready to change the industry & do something good
  • A great working atmosphere with an open-minded and tremendously collaborative culture
  • Great location – our office is in the city center of Hamburg!
  • Goes without saying: Flexible home-office rules, regular team events, and of course a wide variety of fruits and drinks in the office
  • All full-time employees become shareholders in xChange

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