--- title: 'Customer Care Operations & Partner Manager (m/w/d) at Doonails' canonical: 'https://feeny.ai/job/customer-care-operations-partner-manager-m-w-d-doonails-germany-g34m44bvyfg1' type: 'job' last_seen: '2026-09-07' --- # Customer Care Operations & Partner Manager (m/w/d) at Doonails - **Company:** Doonails - **Location:** Germany - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-07-27 - **Last confirmed live:** 2026-09-07 - **Apply:** https://jobs.lever.co/doonails/e8934239-9519-4739-b5a1-903e50097540 ## Job description Hi, wir sind Doonails! đŸ’…đŸŒ Ein schnell wachsendes Beauty-Startup, das die ManikĂŒrewelt revolutioniert. Mit innovativen Produkten, einer starken Community und PrĂ€senz im Online-Shop sowie bei fĂŒhrenden Retail-Partnern bringen wir Studio-QualitĂ€t direkt nach Hause, einfach, schnell und stilvoll. Und genau hier kommst DU ins Spiel. Als Customer Care Operations & Partner Manager (m/w/d) ĂŒbernimmst du die strategische und operative Steuerung unseres gesamten externen Support-Netzwerks. Deine Rolle & dein Impact âšĄïž Du fungierst wie ein Key Account Manager fĂŒr unser Customer Care Partner-Netzwerk: Du koordinierst Ressourcen, optimierst Workflows und stellst sicher, dass jede Kundin und jeder Kunde den besten Service erhĂ€lt. Mit starkem KPI-Fokus, automatisierten Prozessen und modernem QualitĂ€tsmanagement baust du den Customer Support zu einem echten strategischen Erfolgsfaktor fĂŒr Doonails aus. Deine zentralen Aufgaben đŸ‘©â€đŸ’»đŸ‘šâ€đŸ’» Koordination des CS-Partner-Netzwerks - Du steuerst unser externes Support-Team, organisierst Briefings, onboardest neue Partner und versorgst alle kontinuierlich mit aktuellen Produkt- und Prozessinfos. KPI-Monitoring & Reporting - First Response Time, CSAT, Ticket-Backlog und Lösungsquoten behĂ€ltst du fest im Blick und berichtest regelmĂ€ĂŸig die Performance-Entwicklung. QualitĂ€tssicherung & Playbooks - Durch gezielte Ticket-Reviews stellst du unsere QualitĂ€tsstandards sicher, gibst strukturiertes Feedback und entwickelst unsere CS-Guidelines stetig weiter. Prozess- & Tool-Optimierung - Du schĂ€rfst Workflows, Eskalationsregeln und Makros, wĂ€hrend du Digitalisierung und Automatisierung (z. B. AI-Support-Tools) aktiv vorantreibst. Schnittstelle ins Business - Du arbeitest eng mit Product, Marketing und SCM zusammen, damit alle relevanten Infos rechtzeitig beim Partnernetzwerk ankommen. Innovationsmanagement im CS - Du beobachtest moderne CS-Trends (AI, Self-Service, Community Support) und setzt Pilotprojekte um, um unser Service-Erlebnis kontinuierlich zu verbessern. Das bringst du mit đŸ€ - Erfahrung: MehrjĂ€hrige Erfahrung im Bereich Customer Care / Customer Support, idealerweise im E-Commerce-, D2C- oder Scale-up-Umfeld. - Partner-Steuerung: Nachweisbare Erfahrung in der Steuerung externer Dienstleister, Partner-Agenturen oder Freelancer-Teams. - Prozess- & Tech-AffinitĂ€t: Du liebst strukturierte Workflows, denkst in effizienten Prozessen und hast eine hohe Begeisterung fĂŒr moderne Support-Tools und Automatisierung. - ZahlenaffinitĂ€t: KPIs sind deine Orientierung, du liest Support-Reports selbststĂ€ndig und leitest daraus konkrete Optimierungen ab. - Organisation & Haltung: Du behĂ€ltst auch in hektischen Phasen den Überblick, arbeitest extrem strukturiert und kommunizierst klar, wertschĂ€tzend und verbindlich. - Kommunikation: Sehr gute Deutsch- und Englischkenntnisse in Wort und Schrift. Deine Perspektive 📈 Du baust das Partner- und Operations-Setup unseres Customer Care Bereichs von Grund auf neu auf und prĂ€gst die Service-Zukunft von Doonails entscheidend mit. Mit wachsendem Skalierungsgrad ĂŒbernimmst du mehr strategische Verantwortung fĂŒr internationale Support-Strukturen und neue Service-Innovationen. Was wir dir bieten 💝 - 💾 Faire Bezahlung, angepasst an deine Qualifikation & Erfahrung - đŸ€ Ein echtes Ownership-Rollenprofil mit viel Vertrauen & Gestaltungsspielraum - đŸ‡ȘđŸ‡ș 100 % Remote in Deutschland: arbeite flexibel von ĂŒberall - 📈 Wachstumspotenzial: ĂŒbernimm Verantwortung & bring deine Ideen direkt ein - 📚 1.300 € Weiterbildungsbudget pro Jahr fĂŒr deine persönliche Entwicklung - 🧘 Nilo Health, denn mentale Gesundheit ist uns wichtig und dein Zugang ist inklusive - đŸ’ȘđŸŒ Urban Sports Mitgliedschaft - đŸ’Œ Co-Working-Space oder Homeoffice-Ausstattung? Wir ĂŒbernehmen die Kosten! - đŸ„ł Teamevents in ganz Europa, weil ein starkes Team alles ist Ready? Wir freuen uns auf dich! ✹ ## About Doonails ## Company Overview - **One-liner**: Doonails is a nail beauty brand offering at-home manicure solutions—including dipping powders, soft gel press-ons, and nail care products—designed to deliver salon-quality results easily at home. - **Entity Type**: Private (startup; no public funding rounds disclosed) - **Headquarters**: Larnaca, Cyprus (founding team from South Tyrol/Austria) - **Founded**: 2020 - **Founders**: Elisa Walder (Co-Founder & Head of Product), Lukas Windegger (GeschĂ€ftsfĂŒhrer & GrĂŒnder), plus two other founding members ## Core Business - **Primary industry**: Beauty & Personal Care (At-home nail care) - **Target customers**: B2C – home users, manicure enthusiasts, and anyone seeking professional-looking nails without salon visits - **Mission or purpose**: “To provide THE best manicure solution ever and connect manicure lovers around the world” – a personalised, non‑one‑size‑fits‑all manicure routine ## Products & Services - **Dipping Powder System**: The original method – a high‑quality, HEMA‑free, vegan dipping powder system perfected in 2020. Offers long‑lasting, chip‑resistant results at home. - **Soft Gel Press Ons**: A complete at‑home manicure solution available in a wide range of shapes, lengths, and designs. Up to 14 days of hold, reusable, easy to remove, applied in under 7 minutes. Focus in the US market. - **Nail Care Line**: A range of nourishing nail care products (e.g., cuticle oils, base coats) launched as a separate product line to support healthy nails. - **Retail & Online Shop**: DTC e‑commerce site plus partnerships with leading drugstores and retailers in multiple countries. ## Market Standing - **Valuation/Market Cap**: Not disclosed - **Key Metric**: 300,000+ customers (as of about‑us page); team size of ~59 employees (LinkedIn, 2025, +25.9% YoY) - **Notable Investors/Partners**: No external investors named. Retail partners include drugstores in Germany and other EU countries. - **Growth Signals**: - Expanded into France (new EU market) - Launched a second manicure method (Soft Gel Press Ons) - First retail presence in physical stores - 25.9% employee growth year‑over‑year (LinkedIn) - 5‑star reviews with thousands of positive ratings ## Competitive Advantages - **Product moat**: HEMA‑free, vegan, PETA‑certified formulas – clean, skin‑friendly ingredients that don’t compromise on quality or wear time. - **Reusability & speed**: Press‑ons are reusable and can be applied in under 7 minutes, offering a clear value proposition over salon gels/acrylics. - **Community‑driven**: Strong online community of manicure enthusiasts; user‑generated content and reviews build trust. - **Remote‑first, global talent**: Ability to hire top talent from anywhere, fostering a diverse, multilingual team speaking 10+ languages. ## Strategic Focus - **Geographic expansion**: Entering new EU countries (e.g., France) and strengthening presence in the US. - **Product innovation**: Continuously improving existing methods and launching new nail care lines. - **Retail partnerships**: Expanding from DTC into brick‑and‑mortar drugstores and beauty retailers. - **Brand building**: Investing in social media, influencer marketing, and community engagement to drive organic growth. ## Why Work Here - **100% remote culture**: Flexible work from anywhere, with a virtual office (Gather/online) to maintain connection. Daily team check‑ins, weekly all‑hands with fun activities (virtual car races, coffee breaks, walks). - **Workations in Cyprus**: Employees can spend time at the Larnaca office for co‑working and team bonding. - **Personal development**: Individual Personal Development Plan, training budget, and a supportive learning environment. - **Reward system**: Interactive, playful rewards program that unlocks additional benefits. - **Focus on culture fit over degrees**: Applications are judged on character and team fit, not just hard skills. Case studies are used to assess ability. - **Multilingual, international team**: Over 10 languages spoken; daily work in English or German. - **Team size**: ~30–59 people, allowing for close collaboration and impact. ## Sources 1. [jobs.lever.co/doonails](https://jobs.lever.co/doonails) – Career page with open roles and remote policy 2. [us.doonails.com/pages/career](https://us.doonails.com/pages/career) – Culture, remote work, team size, values 3. [us.doonails.com/pages/about-us](https://us.doonails.com/pages/about-us) – Company story, founding, products, mission 4. [linkedin.com/company/doonails](https://linkedin.com/company/doonails) – Employee count, growth, locations, key people 5. [builtin.com/company/doonails](https://builtin.com/company/doonails) – Company overview and perks ## Other roles at Doonails - [Head of Product (m/w/d)](https://feeny.ai/job/head-of-product-m-w-d-doonails-cologne-ppqjkzxf93zr) — Cologne, Germany - [Junior Product Manager (m/w/d)](https://feeny.ai/job/junior-product-manager-m-w-d-doonails-cologne-8k890y9p7pgg) — Cologne, Germany - [Senior Influencer Marketing Manager (m/w/d)](https://feeny.ai/job/senior-influencer-marketing-manager-m-w-d-doonails-germany-m4s90qvabz4j) — Germany - [Freelance Creative Strategist: Performance & UGC Ads (m/f/d)](https://feeny.ai/job/freelance-creative-strategist-performance-ugc-ads-m-f-d-doonails-united-states-heakbkt15pes) — United States - [E-Commerce Manager (m/w/d)](https://feeny.ai/job/e-commerce-manager-m-w-d-doonails-germany-hxxy4qt7qxsy) — Germany - [Team Lead Logistics (m/w/d)](https://feeny.ai/job/team-lead-logistics-m-w-d-doonails-germany-c6hm7937a0v9) — Germany - [Product Manager (m/w/d)](https://feeny.ai/job/product-manager-m-w-d-doonails-cologne-w3yrk4er05v2) — Cologne, Germany - [CRM Manager (m/w/d)](https://feeny.ai/job/crm-manager-m-w-d-doonails-germany-ja4f8nnkd2zk) — Germany - [Social Media Manager & Content Creator US (m/f/d)](https://feeny.ai/job/social-media-manager-content-creator-us-m-f-d-doonails-new-york-fb796wsfs7sv) — New York, NY