Customer Care Manager

This is a fully remote position, open to applicants in Germany.

📋 Description

• You will serve as the main point of contact for all incoming customer inquiries, ensuring that tickets are managed in a systematic, timely, and high-quality manner. You efficiently handle high ticket volumes and prioritize tasks with assurance.

• You will actively monitor advancements in AI models and tools (such as Claude, Gemini, ChatGPT, and others), thoughtfully challenge existing processes, and develop intelligent automations, AI-driven triage, and scalable self-service solutions.

• You will configure and enhance our support platform (like Zendesk or similar) — not just as a user, but as a designer. You will establish the KPIs and reporting frameworks that facilitate data-driven decisions, while striving towards a 24/7 support model.

• You will convert customer feedback into structured, actionable insights for the product team and act as a constructive partner for engineering through tools like Linear, Jira, or similar.

⛳️ Requirements

• A minimum of 3 years of experience in customer care or support, preferably within a B2B SaaS environment.

• Strong knowledge of a common support platform (such as Zendesk, Intercom, Freshdesk) — including configuration, automations, macros, and reporting.

• Proven, active engagement with AI tools in a professional setting: you frequently use and assess Claude, Gemini, ChatGPT, and similar models, and can clearly articulate their applications.

• An analytical mindset with the capability to prioritize under pressure and escalate issues in an organized manner.

• Proficiency in both German and English, both written and spoken.

🏝️ Benefits

• Work mode: We embrace a remote-first approach, allowing you the flexibility to work from home. However, we also value the benefits of in-person collaboration. Depending on your role, you will participate in occasional team events, workshops, or meetings in our Berlin or Stuttgart offices—always with ample notice. The precise balance will be discussed during your interview.

• Work-Life-Balance: We encourage you not to become rooted to your desk chair. Therefore, we cover the costs of your E-Gym-Wellpass membership and provide job bike leasing.

• Celebrating success: Anticipate working alongside highly motivated and dedicated individuals in a relaxed work environment.

• Be part of something bigger: You will play a key role in shaping Flip. Throughout your journey, you will enable the rapid growth of a young tech company while pursuing your personal goals, guaranteed to be enjoyable.

• Happy to be a Flipster: Look forward to regular team events and culture days that unite us as Flipsters.

• Working abroad: At Flip, you also have the opportunity to work abroad within the European Union. Let's discuss remote working options during the interview.