Customer Service Manager (Automation & AI)

Responsibilities

• Manage and support the customer service system landscape with a focus on Zendesk, ensuring stability and user management
• Drive continuous development of CRM systems through AI integration and automation solutions
• Design, test, and implement AI agents, chatbots, and automated workflows to improve CX and AX
• Build and maintain integrations between customer service platforms and third-party systems using APIs (REST, Webhooks) and automation tools like Make
• Analyze operational KPIs and conversation data to identify optimization potential
• Prepare complex data analyses and derive actionable recommendations for leadership
• Identify and resolve technical issues and routing problems within CRM and AI systems
• Act as a technical interface between Customer Service, IT, Product, and external providers

Requirements

• Proven experience with modern CRM systems, preferably Zendesk administration
• Experience or strong understanding of AI tools, LLM-based solutions, and workflow automation
• Basic knowledge of API integrations and interest in new automation technologies
• Solid understanding of customer service KPIs and data analysis
• Strong analytical, logical, and problem-solving skills
• Structured, independent, and hands-on working style
• Ability to coordinate various stakeholders and work effectively with cross-functional teams
• Business-fluent German and English
• Degree in Business Administration, Business Informatics, Computer Science, Technology, or a comparable qualification

About the Company

ABOUT YOU is one of Europe's fastest-growing e-commerce companies. With locations in Hamburg and Berlin, we bring fashion and technology together to rethink and personalize online shopping.