---
title: 'Customer Service Manager at Omaze'
canonical: 'https://feeny.ai/job/customer-service-manager-omaze-munich-1h15jk0aj7pq'
type: 'job'
last_seen: '2026-09-13'
---

# Customer Service Manager at Omaze

- **Company:** Omaze
- **Location:** Munich, Germany
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-09-04
- **Last confirmed live:** 2026-09-13
- **Apply:** https://jobs.ashbyhq.com/omaze/78e5e5d7-9f60-4fa8-b356-1fa3a14e65d3

## Job description

Omaze is reinventing fundraising by offering people the chance to win once-in-a-lifetime prizes while raising millions for charities around the world. Since launching in the UK in 2020, we've become one of the fastest-growing companies in the country and now, we’re scaling our impact across Europe. We launched in Germany in June 2025 with ambitious growth goals and a clear mission: raise significant funds for local charities while delivering unforgettable experiences to our customers. In the UK alone, we've raised over £150 million for charity, and created over 40 new millionaires. Now, we’re building a standout team in Germany – and we need your help to do it. Learn more at [omaze.de](http://omaze.de).

🔑 About The Job As our Customer Service Manager, you’ll play a key role in delivering a seamless, high-quality customer experience across every interaction. You’ll own and steer our customer experience activities in Germany, while overseeing a larger outsourced support function, ensuring we consistently meet performance targets across email, voice and live chat. Working closely with senior leadership, you’ll contribute to shaping and refining our customer experience strategy, while taking ownership of its day-to-day execution and continuous optimisation in the German market. You’ll be responsible for building scalable processes, improving tools and documentation, employing technology and enabling the team to respond efficiently as demand grows. Acting as the voice of the customer, you’ll surface insights, identify trends and work cross-functionally to improve the overall customer journey.

🔧 What You’ll Be Doing

- Vendor Relationship & Governance: Building and nurturing a strong, collaborative partnership with our outsourced support provider to ensure high-performance execution across the German market.
- Cross-Functional Alignment: Serving as the key liaison between the outsourced team and internal Omaze functions (Product, Marketing, Delivery) to align on upcoming German campaigns, product updates, and customer feedback.
- Service Level & Performance Oversight: Driving daily, weekly, and monthly performance reviews with vendor leadership to ensure email, voice, and live chat SLAs, CSAT, and FTR targets are consistently met for German customers.
- Voice of the German Customer: Gathering local customer insights, market-specific nuances, and recurring trends to advocate for improvements directly with cross-functional business partners.
- Escalation & Incident Management: Leading the CX response to local incidents and handling high-tier German customer escalations with empathy, local market context, and sound judgment.
- Resource & Capacity Coordination: Partnering with vendor management on workload forecasting and planning to ensure efficient agent coverage during high-volume promotional periods in Germany.
- Cross-Departmental Initiatives: Representing the CX function in broader business initiatives to champion a seamless, end-to-end experience for the German audience.

🫵 About You

- Customer Operations Experience: Solid experience managing customer service or customer experience teams.
- Vendor Management Experience: Experience managing or working closely with outsourced support partners at scale, with a focus on building strong relationships and driving partner performance.
- German Market & Channel Expertise: Fluent in German (or deep experience managing support for the German/DACH region) with hands-on experience across multiple support channels (email, voice, and live chat).
- Metrics & Data-Driven: Confident working with performance metrics (CSAT, FTR, SLAs) and using data to drive decisions and coach partner teams.
- Cross-Functional Collaborator: A clear and confident communicator who collaborates effectively across internal teams (Product, Marketing, Delivery) and acts as the connective tissue with external partners.
- Technology-curious: A drive to find technical solutions to improving customer experience, cost and scalability.
- Balanced Strategy & Execution: Enjoys contributing to broader planning, with a strong focus on hands-on execution.
- Organized & Predictive: Highly organized, effectively using existing forecasting, planning, and quality control tools to help our teams deliver the best customer experience.
- Escalations & Pressure: You handle pressure well and are confident in managing incidents and escalations.
- Customer-Centric: Customer-focused, with a genuine interest in understanding and improving the end-to-end experience for our German audience.

## Why You’ll Love Working at Omaze

- Mission: Every day, your work helps raise life-changing funds for vital charities.
- Growth: Omaze is scaling fast in Germany this is your chance to help shape a new market.
- Creativity: You’ll help bring surprise, delight, and impact to every conversation.
- Culture: We’re ambitious, purpose-driven, and believe joy belongs at work too.

Extra information: ⭐ Office Policy: 3 days in person, 2 days at home each week 📝 Contract type: Permanent, full time 💬 Language Requirements: German and English business fluent

We actively seek out diversity of thought and experience to drive innovation. We welcome all backgrounds, identities, and perspectives and work hard to ensure that every Omaze employee can bring their authentic self to work at all times.

## About Omaze

## Company Overview
- **One-liner**: Omaze is an entertainment company with a social purpose that gives people the chance to win life-changing prizes while raising money for charity.
- **Entity Type**: Private (Series C, last round in 2023)
- **Headquarters**: London, United Kingdom (also has an office in Munich, Germany, and a US presence in Venice, California)
- **Founded**: 2012
- **Founders**: Not publicly listed on their main pages or LinkedIn; the company was co-founded by a team that included Ryan Cummins and Matt Pohl (who have since departed)

## Core Business
- Primary industry: Entertainment / Fundraising (Prize-linked giving)
- Target customers: B2C consumers in the UK and Germany, primarily adults interested in charitable causes and the chance to win high-value prizes (homes, cars, cash)
- Mission or purpose statement: "We believe no one should have to choose between dreaming big and doing good." [omaze.company](https://omaze.company/about.html)

## Products & Services
- **Omaze Million Pound House Draw**: The flagship product. A prize draw where entrants can win multi-million-pound homes (furnished, mortgage-free) in the UK and Germany. A portion of proceeds goes to charity partners.
- **Omaze Monthly Millionaire Draw**: A recurring monthly draw offering a chance to win cash prizes, including a £1 million jackpot.
- **One-off Prize Draws**: Campaigns featuring supercars, luxury vacations, cash prizes, and experiences (often involving celebrity appearances like Arnold Schwarzenegger, Olivia Colman, David Beckham).

## Market Standing
- **Valuation**: Not publicly disclosed.
- **Key Metric**: Total funding of **$127 million** across 8 rounds (Seed, Angel, Series B, Series C). Key rounds include a $1M Angel round (2012), $85M Series C (2021), and an additional Series C in March 2023. [LinkedIn](https://uk.linkedin.com/company/omaze-uk)
- **Notable Investors/Partners**: 8 total investors (not all named on public pages). Charity partners include Make-A-Wish, Feeding America, British Heart Foundation, RSPCA, Age UK, Teenage Cancer Trust, SOS Children’s Villages, and Plan International.
- **Growth Signals**: 
    - Raised **over $250 million for charities** since 2012.
    - Created **50+ millionaires** and **thousands of winners**.
    - Expanded into **Germany** (Munich office).
    - Headcount grew **+181.8% year-over-year** (84 employees currently, up significantly). [LinkedIn](https://uk.linkedin.com/company/omaze-uk)
    - Active job postings increased **+112.5% year-over-year** (17 current openings). [LinkedIn](https://uk.linkedin.com/company/omaze-uk)

## Competitive Advantages
- **Unique "Win-Win" Model**: Combines high-value prize draws (homes, cars, cash) with charitable giving, creating a strong emotional and social hook that differentiates it from standard lotteries or sweepstakes.
- **Strong Brand & Celebrity Partnerships**: Has successfully partnered with major celebrities (Schwarzenegger, Beckham, Colman) and top-tier charities, building significant brand trust and reach.
- **Proven International Expansion Model**: Successfully replicated its UK model in Germany, demonstrating scalability.
- **High-Value, Tangible Prizes**: The "Million Pound House Draw" is a unique, aspirational prize that generates massive media attention and consumer interest.

## Strategic Focus
- **International Expansion**: Growing the German market and potentially other European countries.
- **Product Diversification**: Launching new draw formats (e.g., the Monthly Millionaire Draw) to expand the customer base and increase recurring engagement.
- **Technology & Platform**: Investing in technology (hiring Senior Full Stack Engineers, Staff Software Engineers, SDETs) to build a scalable, best-in-class platform for prize draws and customer management.
- **Charity Impact**: Deepening relationships with existing charity partners and forging new ones to maximize social impact and brand goodwill.

## Why Work Here
- **Mission-Driven Culture**: Employees are motivated by a clear social purpose: "making magic" for winners and raising significant funds for charity. The company states: "we believe no one should have to choose between dreaming big and doing good." [omaze.company](https://omaze.company/about.html)
- **Strong Employer Ratings**: Rated **4.1/5.0** on LinkedIn (96 reviews) across Work-Life, Compensation, Culture, and Career. [LinkedIn](https://uk.linkedin.com/company/omaze-uk)
- **Growth & Impact**: A rapidly growing company (+181.8% headcount YoY) with a proven model, offering employees the chance to work on high-impact projects and see tangible results (e.g., a winner getting a house, a charity receiving a large donation).
- **Work Environment**: Offices in London and Munich with flexible working options. The culture is described with "Virtues" like "Make Magic," "Take Ownership," "Fight Complexity," and "Be Bold." [omaze.company](https://omaze.company/about.html)
- **Generous Perks**: The careers page mentions "generous perks" as part of the employee value proposition. [omaze.company](https://omaze.company/careers.html)
- **Current Openings (July 2026)**: 17 active roles including Partnership Manager (Germany), Senior Full Stack Engineer, Staff Software Engineer, Senior Backend Engineer, Senior SDET, Property Director, and more. [LinkedIn](https://uk.linkedin.com/company/omaze-uk)

## Sources
1. [omaze.company](https://omaze.company/about.html)
2. [omaze.company](https://omaze.company/careers.html)
3. [LinkedIn](https://uk.linkedin.com/company/omaze-uk)
4. [Jobs.ashbyhq.com](https://jobs.ashbyhq.com/omaze)
5. [omaze.com](https://omaze.com/)

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