Customer Service Manager - Product Implementation & Controlling (all genders)
Core
Manage implementation, optimization, and innovation projects for Customer Service systems, ensuring reliable operation and optimizing customer and agent experience.
Role type
Senior Customer Service Operations Manager (Product Implementation & Controlling)
Builds
Customer Service systems landscape, including interfaces and reporting solutions
Domain
E-Commerce / Fashion Technology
Required skills
CRM systems (Zendesk), Customer Service operations, system configuration, integration, QA planning, documentation, stakeholder coordination, data analysis, KPIs
Preferred skills
E-Commerce industry experience, performance metrics knowledge
Technologies
Zendesk, Customer Service systems
Responsibilities
Manage implementation and optimization projects, design and maintain systems landscape, analyze operational drivers to optimize CX/AX, ensure system availability, plan and execute functional testing and QA, act as key contact for vendors and internal teams
