IONITY

Customer Service Innovation Manager – Automation & AI Solutions

IONITY

full-time

Posted on:

Location Type: Remote

Location: Germany

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About the role

  • 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

Requirements

  • Proven experience in customer service management in digital or tech-driven environments
  • Strong understanding of AI tools and automation platforms
  • Familiarity with CRM systems and customer analytics dashboards
  • Excellent communication, coaching, and problem-solving skills
  • Ability to manage cross-functional projects and drive change
  • Bachelor’s degree in Business, IT, Communications, or related field (Master’s preferred)
Benefits
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AI-powered support toolschatbotsvirtual assistantssentiment analysisautomation platformscustomer analytics dashboardsdata privacy standardsAI ethics standardsperformance reportingcustomer service management
Soft Skills
communicationcoachingproblem-solvingcross-functional project managementchange management
Certifications
Bachelor’s degreeMaster’s degree