Lead Digital Customer Service (m/w/d)
Core
Strategically lead and optimize digital customer service operations across voice, chat, email, and AI channels to drive customer satisfaction and efficiency.
Role type
Lead Digital Customer Service Operations Manager
Builds
Scalable, automated omnichannel customer service platforms and processes
Domain
Retail eyewear / Digital Customer Service / AI & Automation
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Customer Service Operations leadership, Omnichannel platform expertise, AI/Conversational AI implementation, Data analysis (KPIs), Team coaching, CRM/Ticketing system architecture
Preferred skills
Knowledge Management structure development, Self-Service optimization
Technologies
CRM, Ticketing systems, Contact Center platforms, AI Bots, Conversational AI
Responsibilities
End-to-end ownership of digital customer service operations, Develop and optimize customer service platforms for scalability, Identify and implement automation/AI solutions, Analyze AI bot and omnichannel performance, Lead and coach an interdisciplinary team, Collaborate with Product and Tech to ensure stable operations
Seniority
Senior, hands-on IC with leadership responsibilities
