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Empower every employee
Customer Care Manager
Location
Germany
Posted
39 days ago
Salary
0
Seniority
Senior
Job Description
Customer Care Manager
Flip
• You're the primary contact for all incoming customer requests, ensuring tickets are handled in a structured, timely, and high-quality way. You stay on top of high ticket volumes and prioritize with confidence. • You actively track developments in AI models and tools (Claude, Gemini, ChatGPT and others), independently challenge existing processes, and build intelligent automations, AI-powered triage, and scalable self-service solutions. • You configure and optimize our support platform (Zendesk or similar) — not just as a user, but as an architect. You build the KPIs and reporting structures that enable data-driven decisions, and actively push toward a 24/7 support model. • You translate customer feedback into structured, actionable insights for the product team and serve as a productive sparring partner for engineering via Linear, Jira, or similar.
Job Requirements
- At least 3 years of experience in customer care or support, ideally in a B2B SaaS environment
- Solid knowledge of a common support platform (e.g. Zendesk, Intercom, Freshdesk) — configuration, automations, macros, and reporting
- Demonstrated, active engagement with AI tools in a professional context: you regularly use and evaluate Claude, Gemini, ChatGPT, and comparable models, and can speak concretely about what you use for what
- Analytical mindset with the ability to prioritize under pressure and escalate in a structured way
- Fluent in both German and English, written and spoken.
Benefits
- Work mode: We’re remote-first, giving you flexibility to work from home. At the same time, we deeply value the power of in-person collaboration. Depending on the role, you’ll join occasional team events, workshops, or meetings in our Berlin or Stuttgart offices - always with plenty of notice. The exact balance will be discussed during your interview.
- Work-Life-Balance: We don't want you to grow roots to your desk chair. That's why we cover the costs of your E-Gym-Wellpass membership and offer job bike leasing.
- Celebrating success: Expect highly motivated and committed people in a relaxed working atmosphere.
- Be part of something bigger: You actively shape Flip in your role. Along the way, you are an enabler of the rapid growth process of a young tech company and grow towards your goals, fun is guaranteed.
- Happy to be a Flipster: Stay tuned for regular team events and culture days that bring us together as Flipsters.
- Working abroad: At Flip you can also work abroad in the European Union. Let's talk about remote work in the interview.
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