Customer Excellence & Product Quality Manager (m/w/d)

About the role

As our Product & Customer Excellence Manager, you sit right at the intersection of three things we care about deeply: our products, our customers, and the quality bar we hold ourselves to. You'll be the person who knows our collection inside out, who spots a quality issue before our customers do, and who turns complex customer questions into moments of genuine connection. You'll work closely with Operations, Jewellery Design, and the wider team to make sure every BRUNA piece, and every BRUNA experience, lives up to the brand we're building. Customer Excellence - You respond to customer inquiries via chatarmin (our helpdesk software) and over the phone, ensuring every customer feels heard and well taken care of. You assist with processing orders in Shopify and our logistics software, manage returns, and share responsibility for managing customer reviews. You're the go-to person when a customer needs deep product knowledge, whether it's about materials, care, sizing, or personalisation. Quality Assurance - You own our product quality bar. You carry out regular quality checks at our warehouse in Vienna, conduct incoming goods inspections, and document quality issues systematically. You analyse return and complaint data to spot recurring issues, and translate those insights into action, whether that's a conversation with a supplier, feedback to our Jewellery Design team, or a tweak to our packaging. Product Expertise - You're our internal product encyclopedia. You build and maintain product knowledge resources for the team, train colleagues on new collections, and act as the bridge between what customers tell us and what our Jewellery Design and Operations teams need to hear. Continuous Improvement - You question existing structures and processes and bring in new ideas on how we can further improve our customer service and product quality. As the direct point of contact for our customers, you play a key role in ensuring their satisfaction at BRUNA. Cross-functional Collaboration - You report to our Operations & Supply Chain Lead and work closely with Jewellery Design, Logistics, our customer excellence team, and our flagship store. Your insights shape product decisions, not just service ones. You bring 2+ years of experience in customer service, or a similar role, ideally with exposure to product or quality responsibility. A background in jewellery is ideal, but we're equally open to candidates from adjacent industries (watches, leather goods, beauty, premium fashion, or design-led product brands) where craftsmanship and quality matter. You have a sharp eye for detail and genuinely care about product quality. You can spot a flaw in a clasp at ten paces, and you know how to communicate that finding to both a supplier and a customer. You are known for your helpfulness, always remain friendly, and respond empathetically to customer inquiries. You love social interactions, exude enthusiasm and empathy, and are passionate about the job. You're a strong communicator in German and English, both spoken and written. You work independently, diligently, and with a solution-oriented mindset. You're as comfortable digging through return data in a spreadsheet as you are explaining a piece to a customer on the phone. You're based in Vienna and happy to visit our warehouse regularly for product checks. Otherwise, you work remotely like the rest of the team. You're reliable, flexible, and you take ownership. When something isn't right, you don't just flag it, you fix it. Ownership & Impact: Join a small, ambitious team where your work directly shapes the trajectory of BRUNA. We empower everyone to take ownership and make a real difference. A Culture of Trust & Openness: We hire exceptional people and trust them to do their best work. Open communication, transparency, and collaboration aren't just values on a wall - they're how we operate every day. Rooted in Our Values: Our five core values guide everything we do: High Agency & Proactive Ownership, Radical Candor & Wholehearted Collaboration, Excellence with Momentum, Simple Thoughtful Distinct, and How We Evolve. They shape how we work, how we grow, and how we show up for each other every day. Investment in Your Growth: Your development matters to us. You'll have access to a dedicated learning budget and opportunities to grow your skills alongside the company. Flexibility & Autonomy: As a remote-first company, we believe your best work happens when you have the freedom to manage your time and environment. We trust you to make it work. High Standards, Strong Culture: We take hiring seriously - not just for skills, but for people who are passionate about delivering great work and winning as a team. Find out more about who we are and what we value most here. We can't wait to hear from you! ⭐️ BRUNA is committed to building an inclusive and diverse team. We welcome applications from people of all backgrounds, identities, and experiences. Compensation is based on the collective agr