Customer Service Manager (Automation & AI)

Responsibilities

• Administer and manage the customer service tool landscape, with a primary focus on Zendesk, ensuring system stability and secure user access.
• Drive CRM optimization through AI integration, automation, and continuous process improvements.
• Design, test, and deploy AI agents, chatbots, and automated workflows to enhance operational efficiency and user experience.
• Build and maintain integrations between customer service platforms and third-party systems using APIs (REST, Webhooks) and automation platforms like Make.
• Analyze operational performance metrics and conversational data to identify friction points and opportunities for improvement.
• Act as the technical interface between Customer Service, IT, Product, and external vendors to drive tool optimization.

Requirements

• Proven experience with modern CRM systems, specifically Zendesk administration or integration.
• Strong understanding of AI tools, LLM-based solutions, and workflow automation.
• Basic knowledge of API integrations (REST, Webhooks) and a passion for learning new automation technologies.
• Solid understanding of customer service KPIs and the ability to translate data into actionable business recommendations.
• Strong analytical, logical, and problem-solving skills with a hands-on, solution-oriented mentality.
• Completed degree in Business, Business Informatics, Technology, or a comparable field.
• Fluency in both German and English (written and spoken).

About the Company

ABOUT YOU is one of Europe’s fastest-growing e-commerce companies. Based in Hamburg and Berlin, we operate at the intersection of fashion and technology. Our mission is to rethink online shopping and make it personal and seamless. We believe in flat hierarchies, direct communication, and pragmatic decisions, offering an environment built on ownership, trust, and clear responsibility.