Tech Stack
Job Description, Responsibilities & Requirements
About the Position
Customer Service Manager (Automation & AI)
Location: Hamburg, Germany
Type: Full-time, Hybrid
About Our Business Department
In our Business unit, ideas don't stay ideas for long.
We work on what moves ABOUT YOU forward. From strategy to day-to-day operations, from numbers to people. We sit close to the core of the company, connecting the dots, making sense of the data, and turning plans into action.
Business here means understanding how everything links together. It means making decisions. A lot of them. And those decisions set the direction.
What To Expect
- Administer and manage the customer service tool landscape, with a strong focus on Zendesk, ensuring smooth daily operations, system stability, and secure user access management.
- Drive the ongoing development and optimization of CRM systems through AI integration, automation, and process improvements.
- Design, test, deploy, and continuously optimize AI agents, chatbots, and automated workflows to increase operational efficiency and improve customer and agent experiences.
- Build and maintain integrations between customer service platforms and third-party systems using APIs (REST, Webhooks) and automation platforms (e.g. Make, low-code solutions).
- Analyze operational performance metrics and conversational data to identify friction points and opportunities for CX and AX improvements.
- Translate complex data insights into actionable recommendations for leadership and cross-functional stakeholders.
- Identify, investigate, and resolve technical issues, bugs, and routing problems within CRM and AI systems to ensure uninterrupted service.
- Act as the analytical and technical interface between Customer Service, IT, Product, and external vendors to drive tool optimization initiatives.
Who You Are
- Proven experience with modern CRM systems; Zendesk administration or integration experience is highly preferred.
- Experience with, or a strong understanding of, AI tools, LLM-based solutions, automated ticketing systems, and workflow automation.
- Basic knowledge of API integrations and a strong interest in learning new automation technologies.
- Solid understanding of customer service KPIs and experience translating data into business recommendations.
- Strong analytical, logical, and problem-solving skills.
- Structured, independent, and solution-oriented working style with a hands-on mentality.
- High level of ownership, self-motivation, and organizational skills.
- Ability to manage multiple stakeholders and collaborate effectively across teams.
- Fluent in German and English, both written and spoken.
- Completed degree in Business, Business Informatics, Technology, or a comparable qualification.
A Place Where You Can Be You
We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are. Different backgrounds and perspectives make us stronger and shape our culture in ways that matter. What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.