Customer Care Manager

Flip

Customer Care Manager elevating customer support and implementing AI-driven process improvements. Working in Berlin and remotely across Europe for a leading AI employee experience platform.

Posted 5/8/2026full-timeRemote • 🇩🇪 GermanyMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

You're the primary contact for all incoming customer requests, ensuring tickets are handled in a structured, timely, and high-quality way. You stay on top of high ticket volumes and prioritize with confidence.
You actively track developments in AI models and tools (Claude, Gemini, ChatGPT and others), independently challenge existing processes, and build intelligent automations, AI-powered triage, and scalable self-service solutions.
You configure and optimize our support platform (Zendesk or similar) — not just as a user, but as an architect. You build the KPIs and reporting structures that enable data-driven decisions, and actively push toward a 24/7 support model.
You translate customer feedback into structured, actionable insights for the product team and serve as a productive sparring partner for engineering via Linear, Jira, or similar.

Requirements

What you’ll need

At least 3 years of experience in customer care or support, ideally in a B2B SaaS environment
Solid knowledge of a common support platform (e.g. Zendesk, Intercom, Freshdesk) — configuration, automations, macros, and reporting
Demonstrated, active engagement with AI tools in a professional context: you regularly use and evaluate Claude, Gemini, ChatGPT, and comparable models, and can speak concretely about what you use for what
Analytical mindset with the ability to prioritize under pressure and escalate in a structured way
Fluent in both German and English, written and spoken.

Benefits

Comp & perks

Work mode: We’re remote-first, giving you flexibility to work from home. At the same time, we deeply value the power of in-person collaboration. Depending on the role, you’ll join occasional team events, workshops, or meetings in our Berlin or Stuttgart offices - always with plenty of notice. The exact balance will be discussed during your interview.
Work-Life-Balance: We don't want you to grow roots to your desk chair. That's why we cover the costs of your E-Gym-Wellpass membership and offer job bike leasing.
Celebrating success: Expect highly motivated and committed people in a relaxed working atmosphere.
Be part of something bigger: You actively shape Flip in your role. Along the way, you are an enabler of the rapid growth process of a young tech company and grow towards your goals, fun is guaranteed.
Happy to be a Flipster: Stay tuned for regular team events and culture days that bring us together as Flipsters.
Working abroad: At Flip you can also work abroad in the European Union. Let's talk about remote work in the interview.

ATS Keywords

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Hard Skills & Tools

customer supportAI toolsZendeskconfigurationautomationsreportingdata-driven decision makingKPI developmentself-service solutionsB2B SaaS

Soft Skills

analytical mindsetprioritizationcommunicationproblem-solvingcollaborationcustomer feedback translationpressure managementindependent challengestructured escalationsparring partner