CX Manager (d/w/m)
Core
Manage customer experience, knowledge base, and AI assistant to reduce tickets and improve customer retention.
Role type
Senior Customer Experience Manager (AI & Knowledge Base)
Builds
Knowledge base, AI assistant responses, customer communication templates, and retention strategies.
Domain
Energy / SaaS / AI
Deliverable
production ML models
Required skills
Customer Experience management, AI prompt engineering, Knowledge base management, Data analysis (CSAT/NPS), Process optimization, Cross-functional collaboration, Technical writing, Strategic planning
Preferred skills
Chatbot configuration, HubSpot experience, Review platform management, Smart meter knowledge
Technologies
Lumi (AI assistant), HubSpot, Knowledge base tools
Responsibilities
Maintain and update the knowledge base for AI and team use; Optimize AI assistant answers and compare with other tools; Integrate product changes into communication and knowledge systems; Analyze ticket, call, CSAT, and NPS data to drive improvements; Build early warning systems for at-risk customers; Collaborate with support teams to resolve issues at first contact; Manage customer reviews on external platforms; Develop and test standard communication templates; Provide data-driven insights to the product team.