Customer Service Manager (Automation & AI) (all genders)

Full-time Company Description ABOUT YOU is one of Europe’s fastest growing e-commerce companies. Based in Hamburg and Berlin, we operate at the intersection of fashion and technology. Our mission is to rethink online shopping and make it personal and seamless. This takes more than good ideas. It takes people who take initiative and challenge the status quo. We believe in flat hierarchies, direct communication, and pragmatic decisions. No long approval chains. Just ownership, trust, and clear responsibility. We work hard, but we also believe in enjoying the ride together - over team lunches, afterwork drinks, company events, or a quick coffee in between meetings. If this sounds like you, ABOUT YOU could be the right place to bring in your perspective. Job Description 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 Qualifications Proven experience with modern CRM systems; Zendesk administration or integration experience is highly preferred Experience with, or a strong understanding of, AI tools, LLM-based solutions, automated ticketing systems, and workflow automation Basic knowledge of API integrations and a strong interest in learning new automation technologies Solid understanding of customer service KPIs and experience translating data into business recommendations Strong analytical, logical, and problem-solving skills Structured, independent, and solution-oriented working style with a hands-on mentality High level of ownership, self-motivation, and organizational skills Ability to manage multiple stakeholders and collaborate effectively across teams Fluent in German and English, both written and spoken Completed degree in Business, Business Informatics, Technology, or a comparable qualification Your perks at a glance: Visit our benefits page. Simply apply online via our career page - we will get back to you as soon as possible! A Place Where You Can Be You. We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are. Different backgrounds and perspectives make us stronger and shape our culture in ways that matter. What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion. #J-18808-Ljbffr