Customer Service Manager (Automation & AI)

Responsibilities

• Administer and manage the customer service tool landscape, focusing on Zendesk
• Drive CRM development through AI integration, automation, and process improvements
• Design, test, and optimize AI agents, chatbots, and automated workflows
• Build integrations between customer service platforms and third-party systems using APIs and automation platforms
• Analyze operational performance metrics and conversational data to identify CX and AX improvements
• Translate data insights into actionable recommendations for leadership
• Resolve technical issues, bugs, and routing problems within CRM and AI systems
• Act as the technical interface between Customer Service, IT, Product, and external vendors

Requirements

• Proven experience with modern CRM systems, preferably Zendesk
• Understanding of AI tools, LLM-based solutions, and workflow automation
• Basic knowledge of API integrations (REST, Webhooks)
• Solid understanding of customer service KPIs
• Strong analytical and problem-solving skills
• Fluent in German and English
• Completed degree in Business, Business Informatics, Technology, or comparable field

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.