Customer Service Manager – AI & Automation (m/f/d)

Wardow is Europe's leading online specialist for high-quality bags, luggage and accessories in the premium segment. ''Be the best. Always on your side.'' – this is our promise. With the highest standards of quality, style and longevity, we set standards and want to offer products that accompany a lifetime.

What distinguishes us? A modern corporate structure with flat hierarchies, short decision paths and a strong team spirit. Our work culture is characterized by innovation, entrepreneurial spirit and genuine passion – whether in the office, in the logistics center or in the online shop: we live and love what we do!

If you are looking for a motivated environment in which you can bring your ideas and grow with a dedicated team, you will now become part of Wardow as a customer service manager (w/m/d) at the Potsdam site.

You analyze our customer service processes along the entire customer journey and implement optimization projects independently from design to customer-number-based success control. You use modern technologies, automations and AI solutions to make processes more efficient and to develop service quality in a sustainable manner. You are operationally involved in the day-to-day business of our customer care team, working on complex customer requests and supporting the team during our service hours between 7:00 and 18:00. You work closely with teams such as IT, logistics, marketing, purchasing and finance to continuously improve customer experience. Together with the team, you develop our knowledge database and guidelines and introduce new ideas, best practices and modern working methods into customer service.

Qualification: multi-year experience in customer service (ideally in the e-commerce environment) Know-how: safe handling of customer service tools (e.g. Zendesk), ERP systems (e.g. Business Central) and tools for cooperation and process control (e.g. Jira); ideally experience in the automation and use of AI in customer service Personality and working methods: communication strength, customer and service-oriented thinking as well as a structured, solution-oriented way of working Language: very good German and English skills, other languages are a plus

Community & team spirit: We are mostly in office. Our duz culture, an onboarding tailored to you and an extensive performance & feedback process guarantee that you will be optimally supported from the outset. Career Boost: Your growth is important to us. We offer you not only numerous career prospects, but also tailor-made training opportunities that promote your professional and personal development. Modern working environment: In our new office right on Lake Jungfernsee, modern, flexible work areas await you, while our cozy rooftop terrace, the coffee points, our gaming area with a kicker table, playstation and table tennis ensure balance – no matter whether team events or after-work grills, there is always something going on with us. Stay fit together: for example by offerings in our in-house gym, yoga classes, a running group, free drinks as well as daily fresh fruit and a cereal bar for a healthy start to the day. Other gimmicks: underground parking, bicycle parking space, travel expenses, 40% employee discount, language courses, occupational retirement etc. .