Customer Service Manager (Automation & AI)

TL;DR

Customer Service Manager (CRM/AI): Managing and optimizing the customer service tool landscape and CRM systems with an accent on AI integration and automation. Focus on designing AI agents, chatbots, and API integrations to improve operational efficiency and customer experience.

Location: Hamburg, Germany

Company

A fast-growing European e-commerce company operating at the intersection of fashion and technology.

What you will do

• Administer the customer service tool landscape, focusing on Zendesk stability and user access management.
• Optimize CRM systems through AI integration and the creation of automated workflows.
• Design, test, and deploy AI agents and chatbots to enhance customer and agent experiences.
• Build integrations between platforms using REST APIs, Webhooks, and low-code automation tools.
• Analyze operational performance metrics and conversational data to identify and resolve friction points.
• Act as the technical interface between Customer Service, IT, Product, and external vendors.

Requirements

• Proven experience with modern CRM systems, preferably Zendesk.
• Strong understanding of AI tools, LLM-based solutions, and workflow automation.
• Basic knowledge of API integrations and interest in new automation technologies.
• Ability to translate customer service KPIs into actionable business recommendations.
• Fluent in German and English, both written and spoken.
• Completed degree in Business, Business Informatics, Technology, or a comparable qualification.

Culture & Benefits

• Flat hierarchies, direct communication, and a culture of ownership and trust.
• Pragmatic decision-making without long approval chains.
• Collaborative environment with team lunches, afterwork drinks, and company events.
• Strong commitment to acceptance, inclusion, and diversity.