Customer Support & AI Specialist

Responsibilities

• Build and continuously improve the quality framework for both AI and human support interactions
• Review AI and agent conversations for accuracy, tone, policy alignment, and escalation quality
• Monitor NPS, CSAT, and other customer experience indicators to identify quality trends
• Improve AI support performance by testing prompts and identifying failure patterns
• Own and maintain the knowledge base used by both agents and AI
• Turn QA findings into actionable coaching points and training material
• Create a feedback loop from support conversations back to Product and Operations teams

Requirements

• Experience in customer support quality, CX operations, support QA, or knowledge management
• Track record of improving quality systems
• Strong writing skills for creating clear guidance
• Analytical thinking to identify patterns and root causes
• Comfort working with data, dashboards, or basic SQL
• Fluent English
• German B2/C1 or higher

Benefits

• Flexible and family-friendly working hours
• Professional development through training programs and workshops
• Attractive compensation package and company pension plan
• Modern office in Berlin with ergonomic workstations and amenities
• Discounts for Urban Sports Club and FutureBens
• Yearly travel ticket

About the Company

Wunderflats helps people find fully furnished homes for a month or more, perfect for relocations, family moves, or life transitions. Founded in Berlin in 2015, it bridges the gap between verified landlords and carefully vetted tenants across Europe.