Customer Service Manager - Process & Tooling Projects (all genders)

Einleitung

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.

Ihre Aufgaben

• 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