Luca Schmidt

Customer Service Manager @Fashion Cloud

Hamburg, DE

Fashion Cloud is a leading German-Dutch B2B SaaS company offering an all-in-one platform that connects fashion brands and retailers for efficient content exchange, preorders, and reorders, featuring a Content API for webshop integration and Smart Replenishment to automate stock-based reorders.Responsibilities:∙Empowered international B2B customers (fashion brands and retailers) in digital content exchange and order management by advising clients on best practices in digital ordering, content download, API, and B2B platform usage.• Acted as an interface between customers and the Product, Sales, and Tech teams, translating customer feedback into product improvements to drive customer success.∙Managed B2B order and backend system integration issues, diagnosing and resolving failed orders in collaboration with major fashion brands (e.g. Marc O’Polo, Betty Barclay, Marc Cain).∙Trained and optimized the AI-based chat system (Intercom, Fin AI), reducing manual ticket volume by ~40% within six months.∙Maintained and improved internal databases and documentation (Podio, Notion, Retool) to enhance transparency and collaboration.∙Enhanced helpdesk and CRM tools, optimizing workflows through KPI analysis to boost efficiency and customer satisfaction.∙Created and maintained Help Center content and onboarding materials to strengthen customer self-service and enablement.∙Identified upselling opportunities and new business leads, ensuring smooth handover to the sales team.∙Contributed to recruiting and onboarding processes by conducting interviews, assessing candidates, mentoring new team members and promoting effective knowledge transfer across the team.

Gerhart-Hauptmann Gymnasium

Abitur