Customer Service Innovation Manager â Automation & AI Solutions
Customer Service Innovation Manager â Automation & AI Solutions
Posted on :
29-07-2025
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1 Vacancy
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Job Description
Your mission
We are seeking a forward-thinking Customer Service Manager to manage our online support operations. This role focuses on innovation enhancing customer experience through AI-driven tools automation solutions and continuous quality improvement for a future-proof and highly efficient customer support approach. The ideal candidate will be passionate about leveraging technology to deliver efficient scalable and high-quality customer service across online channels.
Key Responsibilities
Key Responsibilities
- Oversee and optimize online customer support channels (chat email social media self-service portals)
- Implement manage and optimize AI-powered support tools (e.g. chatbots virtual assistants voice of the customer and sentiment analysis)
- Drive automation initiatives to streamline workflows and reduce response times
- Monitor and improve service quality metrics (CSAT NPS resolution time first contact resolution)
- Collaborate with IT and product teams to integrate support solutions with CRM and backend systems
- Collaborate with Product Management to integrate support solutions with frontends (e.g. App Website etc.)
- Analyse customer feedback and support data to identify trends and improvement opportunities
- Analyse general market trends and competitors approach to make customer service scalable
- Train customer service team in working with new AI-features and reports
- Ensure compliance with data privacy and AI ethics standards
- Prepare performance reports and present insights to senior leadership
Your profile
Required Skills & Qualifications
- Proven experience in customer service management in digital or tech-driven environments
- Strong understanding of AI tools and automation platforms
- Familiarity with CRM systems and customer analytics dashboards
- Excellent communication coaching and problem-solving skills
- Ability to manage cross-functional projects and drive change
- Bachelors degree in Business IT Communications or related field (Masters preferred)
- Certifications in AI automation or customer experience
- Experience with multilingual support and global service operations
- Knowledge of machine learning NLP or predictive analytics in customer service
Our Mission
There should be no borders when it comes to electric travel. Thats why we are building operating and constantly growing our network of high-power charging stations along highways in 24 European countries. All charging stations are open to electric vehicles of any brand. With several charging points at each location. With ultra-fast charging stations that recharge your vehicles batteries for the next stretch of your journey in the shortest time possible. And as we provide 100% renewable energy everywhere in our network charging at IONITY means carbon-neutral driving.
About us
IONITY is a joint venture of the car manufacturers BMW Group Ford Motor Company Hyundai Motor Group Kia Mercedes-Benz AG and Volkswagen Group with Audi and Porsche along with BlackRocks Climate Infrastructure Platform as financial investor.
Required Experience:
Manager
Employment Type
Full-Time
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