Customer Support & AI Specialist (fmd)

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ABOUT US

Wunderflats helps people find fully furnished homes for a month or more perfect for relocations family moves or life transitions. It offers a secure and seamless rental experience across Europe.
Founded in Berlin in 2015 by Jan Hase and Arkadi Jampolski Wunderflats bridges the gap between verified landlords and carefully vetted tenants. As part of Europes housing infrastructure it helps activate underutilized apartments and support the evolving ways people live and work today.

More than 63000 apartments are currently listed and the company employs a team of over 150 people.

Learn more at .

Do you love not just reviewing support conversations but making them better - systematically at scale across both humans and AI Then youve come to the right place: As our Customer Support Quality & AI Specialist you build and own the quality system behind our AI-supported customer care. You make sure every interaction - whether handled by a human agent or our AI - is accurate helpful and genuinely on point. With your analytical eye and hands-on approach you turn quality findings into real improvements: better prompts better coaching better processes.

Does this sound like the right next step in your career We would like to hear from you!

YOUR MISSION

• Build and continuously improve the quality framework for both AI and human support interactions.
• Review AI and agent conversations for accuracy tone policy alignment and escalation quality - and turn findings into concrete actions.
• Monitor NPS CSAT and other customer experience indicators to identify quality trends and recurring pain points.
• Improve AI support performance by testing prompts reviewing AI answers identifying failure patterns and recommending better instructions or workflows.
• Own and maintain the knowledge base used by both agents and AI keeping information accurate well-structured and up to date.
• Turn QA findings into actionable coaching points training material and process recommendations for the support team.
• Create a feedback loop from support conversations back to the Customer Experience Team Lead and relevant internal teams such as Product and Operations.
• Help build a scalable quality setup that combines human judgment automation knowledge management and customer insights.

YOUR PROFILE

• Experience in customer support quality CX operations support QA knowledge management AI support operations conversation design or a similar field.
• A strong understanding of what good customer support looks like in practice youve lived it not just read about it.
• Track record of improving quality systems not just following an existing checklist.
• Strong writing skills: you can turn messy internal knowledge into clear usable guidance for agents and AI alike.
• Analytical thinking: you identify patterns in support conversations connect them to root causes and communicate your findings clearly.
• Comfort working with data: whether thats QA scorecards dashboards BI tools or basic SQL you can make sense of what the numbers are telling you.
• Fluent English. German B2/C1 or higher as many customer and landlord interactions take place in German.

OUR PITCH

• #empathyculture:Become part of our international team with a scale-up atmosphere where you as a person really count and your ideas and work make a real impact.
• #worklifeinbalance:Our working hours are flexible and family-friendly. Your main working hours are spent in the office but you are also welcome to work from home from time to time.
• #personaldevelopment:We support you in your personal & professional development e.g. through individual training programs workshops or participation in trade fairs and conferences.
• #compensationpackage:Receive an attractive compensation package and a company pension plan with a 20% employer contribution.
• #wunderoffice: Work from our brand new office in Berlin (Hackescher Markt) with ergonomically equipped workstations detox room playroom roof terrace and fruit & drinks on us.
• #welovetohavefun:Celebrate with us at our annual summer or winter party and regular after-work gatherings and power up in our office with yoga table soccer and table tennis.
• #morebenefits: A special discounted membership at Urban Sports Club Decent discounts at FutureBens Yearly travel ticket - here you go! - and even more!

*We at Wunderflats value the diversity of our team and stand for equal opportunity and non-discrimination. We respect all differences from person to person visible or not.