Customer Service Manager (Automation & AI) (all genders)

ABOUT YOU is one of Europe’s fastest growing e-commerce companies. Based in Hamburg and Berlin, we operate at the intersection of fashion and technology. Our mission is to rethink online shopping and make it personal and seamless. This takes more than good ideas. It takes people who take initiative and challenge the status quo. We believe in flat hierarchies, direct communication, and pragmatic decisions. No long approval chains. Just ownership, trust, and clear responsibility. We work hard, but we also believe in enjoying the ride together - over team lunches, afterwork drinks, company events, or a quick coffee in between meetings. If this sounds like you, ABOUT YOU could be the right place to bring in your perspective.

Responsibilities

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

Requirements

Proven experience with modern CRM systems, Zendesk administration or integration experience is highly preferred; Experience with, or a strong understanding of, AI tools, LLM-based solutions, automated ticketing systems, and workflow automation; Basic knowledge of API integrations and a strong interest in learning new automation technologies; Solid understanding of customer service KPIs and experience translating data into business recommendations; Strong analytical, logical, and problem-solving skills; Structured, independent, and solution-oriented working style with a hands-on mentality; High level of ownership, self-motivation, and organizational skills; Ability to manage multiple stakeholders and collaborate effectively across teams; Fluent in German and English, both written and spoken; Completed degree in Business, Business Informatics, Technology, or a comparable qualification