Customer Care Manager

New

Flexibility to work from home across the European Union and the United KingdomFull-TimeManager

Salary not disclosed

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Job Details

Languages: English and German
Experience: Minimum of 3 years
Required Skills: Artificial IntelligenceData AnalysisCustomer supportZendesk

Minimum of 3 years of experience in customer care, customer support, or a similar role, ideally within a B2B SaaS environment.
Strong hands-on experience with customer support platforms such as Zendesk, Intercom, Freshdesk, or equivalent systems.
Proven professional use of AI tools including ChatGPT, Claude, Gemini, or similar technologies.
Strong analytical and organizational skills, with the ability to manage priorities effectively in fast-paced environments.
Ability to identify process improvement opportunities and implement scalable solutions independently.
Excellent collaboration and communication skills, with experience working cross-functionally.
Fluent written and spoken English and German (C1 level or equivalent).
Proactive, hands-on mindset with strong ownership and problem-solving capabilities.

Manage and resolve customer inquiries efficiently while ensuring a consistently high standard of support delivery across all communication channels.
Monitor ticket volumes, prioritize requests effectively, and maintain service level agreements in a structured and scalable way.
Design, optimize, and maintain support workflows using platforms such as Zendesk, Intercom, or similar tools.
Evaluate and integrate AI-powered technologies and tools to improve operational efficiency and automate tasks.
Collaborate closely with Product and Engineering teams by translating customer feedback into actionable insights.
Develop reporting structures and KPIs that support data-driven decision-making.
Contribute to the evolution of support operations toward a proactive and sustainable 24/7 service model.

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