Customer Operations Manager: Prozesse, Intercom, KI (m/w/d)

This position involves leading the customer service department for an online marketplace specializing in heating and sanitary equipment. The role requires managing both technical and procedural aspects of client interactions while collaborating with internal software developers. A primary focus is migrating the ticketing system from Freshdesk to Intercom, including data transfer and workflow configuration. You will also implement AI agents to handle standard inquiries such as delivery status and returns autonomously. Additionally, you are responsible for finalizing a supplier returns portal and coordinating its rollout with key accounts. The job entails analyzing and redesigning all end-customer and supplier processes to establish clear service level agreements. You will act as the product owner for service-related features within the company’s proprietary software stack. The advert specifies proficiency with Intercom and AI-driven automation tools as key technical requirements. It does not list specific years of experience, formal qualifications, or language requirements for this role. No information regarding office, hybrid, or remote working arrangements is provided in the text. The position suits a candidate who wants to fundamentally restructure a customer service operation within a growing e-commerce environment.