Customer Support Manager (m/w/d)
Core
First point of contact for customers, handling support tickets and live chats to solve problems and ensure a strong customer experience.
Role type
Senior Customer Support Manager (IC)
Builds
AI-powered support agents and automated processes for customer communication
Domain
SaaS / Customer Support / AI
Deliverable
production ML models | product features
Required skills
Live chat management, ticket handling, process optimization, cross-functional collaboration, product feedback analysis, AI tool integration, stakeholder management, problem-solving under pressure
Preferred skills
Empathy, technical curiosity, startup mindset, data analysis
Technologies
AI agents, chatbots, unified inbox systems
Responsibilities
Handle live chat and support tickets for customers, collaborate with Product and Engineering to improve support processes, identify product improvements from customer feedback, work on building AI-supported support bots
Seniority
Senior, hands-on IC