Customer Care Manager – AI‑Enhanced SaaS Support

About the role

We are seeking a Customer Care Manager to shape and scale an AI‑enhanced support function within a fast‑paced SaaS environment. You will be the primary point of contact for customer inquiries while driving automation, intelligent workflows, and continuous improvement across the support organization.

Key responsibilities

• Manage and resolve customer inquiries across all channels, maintaining high service standards.
• Monitor ticket volumes, prioritize requests, and ensure SLA compliance.
• Design, optimise and maintain support workflows using tools such as Zendesk, Intercom or similar platforms.
• Evaluate and integrate AI‑powered technologies (e.g., ChatGPT, Claude, Gemini) to automate recurring tasks.
• Collaborate with Product and Engineering to translate feedback into actionable product improvements.
• Develop reporting structures and KPIs for data‑driven decision‑making.
• Contribute to building a proactive, 24/7 support model.

Required profile

• Minimum 3 years of experience in customer care or support, preferably in a B2B SaaS setting.
• Fluent written and spoken English and German (C1 level or equivalent).
• Strong analytical and organisational abilities with a proactive, hands‑on mindset.
• Excellent collaboration and communication skills for cross‑functional work.

Required skills

• Hands‑on experience with Zendesk, Intercom or Freshdesk.
• Professional use of AI tools such as ChatGPT, Claude or Gemini for workflow automation.

What we offer

• Remote‑first work environment that values innovation and autonomy.
• Opportunity to influence support infrastructure and product development.
• Dynamic, high‑growth technology company culture.