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

• 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
• Act as the analytical and technical interface between Customer Service, IT, Product, and external vendors to drive tool optimization initiatives

• Solid professional experience in project management, product coordination, or an analytical/structural role within Customer Service or E-Commerce
• A strong interest in digital tools and a solid understanding of how modern customer service systems (e.g., CRM ticketing, routing, or automation tools) impact operations
• Experience structuring workflows, defining milestones, and keeping multi-disciplinary teams aligned and on schedule
• Excellent problem-solving skills with a structured, independent, and solution-oriented working style
• Strong stakeholder management and communication skills, with the ability to effectively bridge business and technical teams and explain complex topics to diverse audiences
• Experience managing multiple stakeholders, priorities, and project timelines in a dynamic environment
• Completed degree in Business, Technology, or a comparable background, combined with relevant practical experience

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