- Administer and manage the customer service tool landscape, with a strong focus on Zendesk, ensuring smooth daily operations, system stability, and secure user access management
- Drive the ongoing development and optimization of CRM systems through AI integration, automation, and process improvements
- Design, test, deploy, and continuously optimize AI agents, chatbots, and automated workflows to increase operational efficiency and improve customer and agent experiences
- Build and maintain integrations between customer service platforms and third-party systems using APIs (REST, Webhooks) and automation platforms (e.g. Make, low-code solutions)
- Analyze operational performance metrics and conversational data to identify friction points and opportunities for CX and AX improvements
- Translate complex data insights into actionable recommendations for leadership and cross-functional stakeholders
- Identify, investigate, and resolve technical issues, bugs, and routing problems within CRM and AI systems to ensure uninterrupted service
- Act as the analytical and technical interface between Customer Service, IT, Product, and external vendors to drive tool optimization initiatives
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Customer Service Manager (Automation & AI) (all genders) Hamburg, Germany Arbeitgeber: About You - Collins GmbH & Co. KG
Als Arbeitgeber in Hamburg bieten wir Ihnen die Möglichkeit, in einem dynamischen und innovativen Umfeld zu arbeiten, das auf kontinuierliche Verbesserung und Automatisierung setzt. Unsere Unternehmenskultur fördert Zusammenarbeit und Eigenverantwortung, während wir Ihnen zahlreiche Möglichkeiten zur beruflichen Weiterentwicklung und zum Erwerb neuer Fähigkeiten bieten. Genießen Sie die Vorteile einer flexiblen Arbeitsumgebung und die Chance, an spannenden Projekten mit modernster Technologie zu arbeiten.
Kontaktdaten:
About You - Collins GmbH & Co. KG Recruiting-Team
