Customer Service Solutions Lead (m/f/d) in Hamburg

As Customer Service Solutions Lead, you will drive the evolution of EVENTIM’s digital customer service experience by building scalable self-service and support solutions across multiple markets.

In this cross-functional individual contributor role, you will identify customer and business needs, define the target experience, evaluate external platforms and service providers, and drive implementation through close collaboration with Operations, Data, shared technology teams, vendors, and other stakeholders.

You will help customers resolve requests more efficiently, enable smarter and more scalable service operations, and shape a modern, data-driven, and AI-enabled service experience.

This is a high-impact role at the intersection of customer experience, operations, automation, and AI, with the opportunity to transform how millions of fans receive support before and after live entertainment experiences.

Your challenge

• Lead the product strategy and roadmap for customer self-service, service automation, and customer support tooling.
• Translate customer pain points, service demand drivers, root causes of customer contacts, and operational inefficiencies into scalable product improvements and automation opportunities.
• Drive measurable improvements in customer service efficiency, service quality, and operational transparency through workflow optimization and platform capabilities.
• Define and monitor customer service KPIs to increase transparency, guide prioritization, and measure product impact.
• Prioritize product initiatives based on customer impact, operational value, scalability, and business goals.
• Balance customer-facing self-service experiences with internal tooling that improves agent efficiency and service quality.
• Explore and deliver AI-enabled service capabilities, including conversational self-service, intelligent routing, agent assist, knowledge retrieval, automated case handling, and service demand prediction.
• Partner closely with Operations, Data, and Engineering to deliver scalable, reliable, and maintainable product solutions.

What you’ll need

• 5+ years of experience in Product Management.
• Strong ownership mindset with the ability to advocate for product priorities and drive execution across cross-functional and dependent teams.
• Proven experience managing customer-facing digital products in agile product organizations.
• Strong analytical and data-driven decision-making skills, including defining and tracking product KPIs.
• Excellent stakeholder management and communication skills across technical and business teams.
• Strong process understanding with the ability to connect customer journeys, operational workflows, and service demand drivers.
• Fluent English is required; German language skills are a strong advantage.

Benefits

• 30 days of paid vacation plus the option of up to 15 days of unpaid leave
• 25 days of workation within the EU
• Flexible working hours
• Sofa Concerts and employee events
• Discounts on ticket purchases & opportunities for clearing assignments
• Corporate benefits and discounts at KESS
• Central location & subsidy for a Job Ticket or Germany Ticket
• Bike leasing
• Mental health program & company pension scheme
• “Go Fluent” language learning platform as well as Lunch & Learn sessions

We value diversity and treat all applications equally – regardless of gender, background, age, religion, disability, or sexual orientation.

Different perspectives enrich our team and make EVENTIM stronger.