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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
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