Customer Service Manager (Automation & AI)

Responsibilities

• Manage and maintain the customer service system landscape, with a primary focus on Zendesk administration and user permissions.
• Drive the continuous optimization of CRM systems through the integration of AI, automation solutions, and process improvements.
• Design, test, and implement AI agents, chatbots, and automated workflows to enhance both Customer Experience (CX) and Agent Experience (AX).
• Build and maintain integrations between customer service platforms and third-party systems using APIs (REST, Webhooks) and low-code automation tools like Make.
• Analyze operational KPIs and conversation data to identify friction points and provide actionable recommendations to stakeholders.
• Act as a technical interface between Customer Service, IT, and Product teams to implement optimization initiatives.

Requirements

• Proven experience working with modern CRM systems; Zendesk administration or integration experience is highly preferred.
• Strong understanding of AI tools, LLM-based solutions, and automated ticketing workflows.
• Foundational knowledge of API integrations (REST, Webhooks) and a strong interest in learning new automation technologies.
• Analytical mindset with the ability to translate complex data into business recommendations.
• Degree in Business Administration, Business Informatics, Computer Science, Technology, or a comparable field.
• Fluency in both German and English (written and spoken).
• A hands-on, proactive approach to problem-solving and stakeholder coordination.

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. Our mission is to rethink online shopping to make it more personal. We value flat hierarchies, direct communication, and pragmatic decision-making, fostering an environment where innovation and individuality thrive.