Customer Operations Manager

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

📋 Description

• Provide active assistance to the support team in everyday operations, including serving as holiday coverage, during peak times, or when there is an increase in request volumes due to significant jackpots.

• Gather customer feedback from support tickets and community channels, categorize it, and prepare it for action by the product and marketing teams.

• Meaningfully incorporate AI into daily support activities.

• Ensure that pertinent support knowledge is systematically documented and disseminated throughout the organization.

• Enhance the quality of support responses by emphasizing clarity, consistency, and customer focus.

• Develop operational support tools, workflows, and documentation frameworks.

⛳️ Requirements

• Experience in building or refining digital support processes.

• Proficiency in working with data and reports, such as ticket analysis and pattern recognition.

• Exceptional written communication skills in both English and German.

• Several years of direct experience in customer support, customer operations, or a similar operational interface role.

• Demonstrated capability to structure, simplify, and effectively enhance support processes in daily operations.

• Practical experience with AI-driven support solutions, automations, or the effective integration of AI into operational workflows.

🏝️ Benefits

• Competitive salary along with trust-based working hours.

• 30 days of annual leave each year.

• 2 extra company holidays (December 24, December 31).

• A generous budget for professional development.

• Unique team events.