Customer Service Innovation Manager – Automation & AI Solutions

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)

Preferred Extras

• 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

Why us?

There should be no borders when it comes to electric travel. That’s why we are building, operating, and constantly growing our network of high-power charging stations along highways in 24 European countries. All charging stations are open to electric vehicles of any brand. With several charging points at each location. With ultra-fast charging stations that recharge your vehicle’s batteries for the next stretch of your journey in the shortest time possible.  And as we provide 100% renewable energy everywhere in our network, charging at IONITY means carbon-neutral driving.