Location
Berlin
Job Type
CDI
Posted
June 03, 2026
Job Description
The role
Own the operational backbone of our customer experience. You keep the support operation running smoothly, manage our BPO partner, and build the self-service infrastructure that lets customers help themselves — and lets our team focus on what actually needs a human.
A senior, hands-on role with real ownership and direct access to the team lead.
What you'll own
- BPO management: day-to-day relationship, performance tracking, briefings, and making sure they have everything they need to handle first-line support well.
- 2nd line support: complex or sensitive customer emails that escalate beyond the BPO land with you. You own them and you sort them.
- Self-service & AI: setting up AI chatbots, exploring Freshdesk's automation and AI capabilities, and building a Help Center that actually deflects contacts. We're at the start of thi...