Customer Service Manager (Automation & AI)

Location: Hamburg, Germany

Company

hirify.global is an e-commerce company operating at the intersection of fashion and technology, with offices in Hamburg and Berlin.

What you will do

• Administer the customer service tool landscape, especially Zendesk, including daily operations, system stability, and secure user access.
• Develop and optimize CRM systems through AI integration, automation, and process improvements.
• Design, test, deploy, and optimize AI agents, chatbots, and automated workflows.
• Build and maintain integrations with third-party systems using REST APIs, webhooks, Make, and low-code solutions.
• Analyze operational metrics and conversational data to identify opportunities for customer and agent experience improvements.
• Investigate technical issues, bugs, and routing problems while collaborating with Customer Service, IT, Product, and external vendors.

Requirements

• Experience with modern CRM systems; Zendesk administration or integration experience is highly preferred.
• Experience with or strong understanding of AI tools, LLM-based solutions, automated ticketing systems, and workflow automation.
• Basic knowledge of API integrations and interest in learning new automation technologies.
• Understanding of customer service KPIs and experience turning data into business recommendations.
• Strong analytical, logical, problem-solving, organizational, and stakeholder management skills.
• Fluent German and English, written and spoken, are required. A degree in Business, Business Informatics, Technology, or a comparable field is expected.

Culture & Benefits

• Flat hierarchies, direct communication, pragmatic decision-making, and clear ownership.
• Inclusive environment focused on acceptance, inclusion, and diverse perspectives.
• Team lunches, afterwork drinks, company events, and informal opportunities to connect.
• Additional employee perks are available through the company benefits program.

Hiring process

• Apply online through the career page.
• The hiring team will respond after reviewing the application.