Customer Care Manager

About the role

We are looking for a Customer Care Manager to shape and scale an AI‑enhanced support function within a fast‑paced SaaS environment. You will be the primary point of contact for customer inquiries while driving automation and workflow improvements.

Key responsibilities

• Manage and resolve customer inquiries across all channels, maintaining high service standards.
• Monitor ticket volumes, prioritize requests, and ensure SLA compliance.
• Design, optimise and maintain support workflows using tools such as Zendesk, Intercom or similar platforms.
• Integrate AI‑powered technologies (e.g., ChatGPT, Claude, Gemini) to automate recurring tasks and improve the customer experience.
• Collaborate with Product and Engineering teams to translate feedback into actionable product improvements.
• Develop reporting structures and KPIs for data‑driven decision making and scalability.
• Contribute to building a proactive 24/7 support model.

Required profile

• Minimum 3 years of experience in customer care or support, preferably in a B2B SaaS setting.
• Strong analytical and organisational skills with the ability to manage priorities in a fast‑moving environment.
• Fluent written and spoken English and German (C1 level or equivalent).
• Proactive, hands‑on mindset with strong ownership and problem‑solving capabilities.

Required skills

• Zendesk
• Intercom
• Freshdesk (or equivalent ticketing system)
• AI tools such as ChatGPT, Claude, Gemini

What we offer

• Remote‑first work environment that values innovation and autonomy.
• Opportunity to influence support infrastructure and product development.
• Collaborative cross‑functional teams in a high‑growth technology company.