German-speaking e-commerce back office — from Tbilisi

The e-commerce back office is a proven service we have run for years and continue for existing clients and suitable cases — today combined with AI-supported processes. Trained, German-led teams in Tbilisi work as a back office for everything the customer never sees, and as a front office for everything they hear and read. You define processes and tone of voice, we deliver the capacity — prepaid, predictable, no subscription. And where automation is now the better answer, we tell you so honestly.

Back office: the work behind the store

Master data and product maintenance

Creating products, attributes and variants, descriptions, price and stock reconciliation, category mapping and marketplace listings. The team follows your editorial guidelines directly in Shopware or Shopify — every change is documented and traceable.

Order, returns and complaints handling

Reviewing and releasing orders, applying address and order changes, creating return cases, initiating refunds, working complaints according to your escalation scheme. The goal is an empty case queue at the end of every working day.

Document capture and accounting support

Capturing incoming invoices, credit notes and payment advices, matching documents to transactions and handing them over to your accounting in a structured format. How bookkeeping and compliance work in Georgia more broadly is covered in Bookkeeping and compliance in Georgia.

Data migration and special projects

Store relaunches, system changes, catalogue imports, clean-up of legacy data — bounded projects that never get done in day-to-day business are handled as package projects with a defined end date.

Front office: your customer contact, in your name

On request, the team also runs your customer communication — inbound phone, email, chat and ticket system — under your name, with your response templates and your wording. Phone service runs on its own packages with a separate price scale (see below). Quality is safeguarded by German-speaking team leads through daily spot checks and a weekly report covering case volumes, response times and hours used.

Where AI is the better answer

Let us be direct: part of the classic back-office workload is now done better by software than by people. Standard order-status enquiries, simple boilerplate replies, bulk raw catalogue data — nobody needs an hour package for that anymore. Our teams therefore work with AI-supported processes themselves and focus on the cases where judgement, language and accountability matter: complaints and goodwill decisions, phone service, data maintenance with quality control. In the analysis call you get a sober assessment of which of your tasks can be automated and where a team remains the better answer — even if that means fewer booked hours for us.

Prepaid packages and pricing

Monthly prepaid back-office packages (written casework and data maintenance)

8 hours

€152 €19.00/h — entry package

• All back-office services
• Ideal for a first test
• Final report

Enquire

40 hours

€760 €19.00/h

• Fixed team member
• Weekly reporting
• About one week full-time equivalent

Enquire

Most booked

80 hours

€1,520 €19.00/h

• Half a position per month
• Fixed team with backup
• Weekly reporting

Enquire

160 hours

€3,000 €18.75/h

• Full-time equivalent
• Fixed team with backup
• Process optimisation included

Enquire

Phone packages (inbound phone service in your name) have their own scale: 8 hours for €168, 40 hours for €840, 80 hours for €1,680 and 160 hours for €3,200. The same surcharges apply across all packages: weekend coverage +25%, casework in Dutch, French or Italian +10%. All prices are plus statutory VAT.

How onboarding works

1. 01

   Analysis call

   Shop system, volume, processes, languages: we define the scope and size the right package.

2. 02

   Contract, DPA and access

   Service contract plus data processing agreement under Art. 28 GDPR; system access with minimal permissions, build-up of the knowledge base.

3. 03

   Training and test run

   The team is trained on your processes and tone of voice and works first cases under four-eyes review.

4. 04

   Productive operations

   After around 10 working days, regular operations begin: daily quality control by the team leads, weekly reporting to you.

Why Tbilisi?

The location combines German-led teams with staff costs that have been out of reach in the German market for years — in almost the same time zone (only two hours ahead) and with stable infrastructure. The full calculation including payroll costs, office costs and taxes is in our location comparison Germany vs. Georgia.

All prices plus statutory VAT. This page is a general service description and does not replace legal or data protection advice; the specific DPA and third-country transfer setup is agreed with your data protection officer before the contract is signed. Status: July 2026.