Customer Service Manager (f/m/d)

Permanent employee, Full-time · Karlsruhe, Germany

Position Description
As Technical Customer Service Manager you are an integral part of Cinemo’s Customer Service team responsible for setting up and maintaining an AI-Driven flow of customer inquiries ensuring state-of-the-art technical support for consumers and ensuring overall customer satisfaction. The ideal candidate will have an excellent understanding of both Software development and  AI-Technologies, good communication skills, a solution-oriented, hands-on approach, adaptability to new products and processes and a customer-centric mindset.
In this role, you will:
  • Design, develop, and implement AI-driven workflows for customer inquiries handling
  • Manage and maintain a collaborative exchange with external suppliers for Level 1 support AI tools, monitor performance metrics such as response times, resolution times, and customer satisfaction scores
  • Provide technical expertise and guidance to Customer Service team members to handle complex technical issues effectively
  • Communicate effectively with stakeholders at all levels, including senior management, to provide updates on technical support initiatives and outcomes
  • Keep updated on emerging technologies and industry best practices in technical support
  • Proactively identifying trends or recurring issues to suggest improvements to products, processes, or documentation
What you will need to succeed:
  • Experience in a highly competitive, technology-driven industry sector (e.g. Software, Consumer Electronics, IoT)
  • Familiarity with AI and machine learning technologies, including natural language processing (NLP) and chatbot development
  • Experience working with AI-driven support systems and tools, preferably in a customer service context
  • Familiarity with (SaaS) software products, services, and technologies would be an advantage
  • Ability to articulate complex technical concepts to both technical and non-technical audiences
  • Strong analytical and problem-solving skills 
  • Ability to work collaboratively with cross-functional teams including between internal and external stakeholders
  • Good written and verbal English communication skills
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