Inserat online seit: 9 Juni
Aufgaben der Stelle
Job Description Administer and manage the customer service tool landscape, with a strong focus on Zendesk, ensuring smooth daily operations, system stability, and secure user access management Drive the ongoing development and optimization of CRM systems through AI integration, automation, and process improvements Design, test, deploy, and continuously optimize AI agents, chatbots, and automated workflows to increase operational efficiency and improve customer and agent experiences Build and maintain integrations between customer service platforms and third-party systems using APIs (REST, Webhooks) and automation platforms (e.g. Make, low-code solutions) Analyze operational performance metrics and conversational data to identify friction points and opportunities for CX and AX improvements Translate complex data insights into actionable recommendations for leadership and cross-functional stakeholders Identify, investigate, and resolve technical issues, bugs, and routing problems within CRM and AI systems to ensure uninterrupted service Act as the analytical and technical interface between Customer Service, IT, Product, and external vendors to drive tool optimization initiatives
