Your mission
We are seeking a forward-thinking Customer Service Manager to manage our online support operations. This role focuses on innovation enhancing customer experience through AI-driven tools, automation solutions, and continuous quality improvement for a future-proof and highly efficient customer support approach. The ideal candidate will be passionate about leveraging technology to deliver efficient, scalable, and high-quality customer service across online channels.Key Responsibilities
- Oversee and optimize online customer support channels (chat, email, social media, self-service portals)
- Implement, manage and optimize AI-powered support tools (e.g., chatbots, virtual assistants, voice of the customer and sentiment analysis)
- Drive automation initiatives to streamline workflows and reduce response times
- Monitor and improve service quality metrics (CSAT, NPS, resolution time, first contact resolution)
- Collaborate with IT and product teams to integrate support solutions with CRM and backend systems
- Collaborate with Product Management to integrate support solutions with frontends (e.g., App, Website, etc.)
- Analyse customer feedback and support data to identify trends and improvement opportunities
- Analyse general market trends and competitors’ approach to make customer service scalable
- Train customer service team in working with new AI-features and reports
- Ensure compliance with data privacy and AI ethics standards
- Prepare performance reports and present insights to senior leadership
Your profile
Required Skills & Qualifications- Proven experience in customer service management in digital or tech-driven environments
- Strong understanding of AI tools and automation platforms
- Familiarity with CRM systems and customer analytics dashboards
- Excellent communication, coaching, and problem-solving skills
- Ability to manage cross-functional projects and drive change
- Bachelor’s degree in Business, IT, Communications, or related field (Master’s preferred)
- Certifications in AI, automation, or customer experience
- Experience with multilingual support and global service operations
- Knowledge of machine learning, NLP, or predictive analytics in customer service