Customer Service Manager

TL;DR

Customer Service Manager: Creating an exceptional customer service model in Spain, focusing on knowledge, operational efficiency, and innovation for teachers, schools, distribution channels, and families. Focus on digital transformation through AI, RPA, predictive analytics and building a multidisciplinary customer service team.

Location: Residence in Madrid and availability for occasional travel.

Company

hirify.global is a leading K12 European learning company, operating in 12 countries, providing printed and digital learning content, as well as digital learning and teaching platforms.

What you will do

• Design and implement the structure, processes, and culture of the new Customer Service Center.
• Drive the digital transformation of the area through the adoption of emerging technologies such as artificial intelligence and robotic process automation.
• Lead the implementation of advanced analytics systems to measure KPIs, customer satisfaction, and operational efficiency.
• Build and lead a multidisciplinary customer service team, promoting collaboration, continuous learning, and customer orientation.
• Oversee the implementation and evolution of tools such as Freshdesk, 3CX, and Jira Service Manager.
• Ensure smooth integration between customer service, commercial teams, and logistics.

Requirements

• Over 6 years of experience leading customer service departments in complex and transforming environments.
• Proven experience in using technology for customer service.
• Advanced knowledge of customer service technologies, automation, AI, and data analytics.
• Proven experience in designing and implementing predictive models and digital solutions.
• Strong strategic leadership, business vision, and results orientation.
• Advanced English level (B2–C1).
• Residence in Madrid and availability for occasional travel.

Culture & Benefits

• Help shape the future of learning for primary, secondary and vocational education.
• Be part of an exciting journey to support teachers and schools.
• hirify.global is an equal opportunity employer committed to inclusion and diversity.