Customer Care Manager

Remote (Europe); Working abroad: At Flip you can also work abroad in the European Union.Full-TimeManager

Salary not disclosed

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Job Details

At least 3 years of experience in customer care or support, ideally in a B2B SaaS environment
Solid knowledge of a common support platform (e.g. Zendesk, Intercom, Freshdesk) — configuration, automations, macros, and reporting
Demonstrated, active engagement with AI tools in a professional context: you regularly use and evaluate Claude, Gemini, ChatGPT, and comparable models, and can speak concretely about what you use for what
Analytical mindset with the ability to prioritize under pressure and escalate in a structured way
Fluent in both German and English, written and spoken

Excellent customer support as your foundation. You're the primary contact for all incoming customer requests, ensuring tickets are handled in a structured, timely, and high-quality way. You stay on top of high ticket volumes and prioritize with confidence.
AI-driven process optimization as your core work. You actively track developments in AI models and tools (Claude, Gemini, ChatGPT and others), independently challenge existing processes, and build intelligent automations, AI-powered triage, and scalable self-service solutions.
Building scalable infrastructure. You configure and optimize our support platform (Zendesk or similar) — not just as a user, but as an architect. You build the KPIs and reporting structures that enable data-driven decisions, and actively push toward a 24/7 support model.
Moving product and engineering forward. You translate customer feedback into structured, actionable insights for the product team and serve as a productive sparring partner for engineering via Linear, Jira, or similar.

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