Customer Support & AI Specialist (f/m/d)

📋 Description

• Build and improve the quality framework for AI and human support interactions.
• Review AI and agent conversations for accuracy, tone, and escalation quality - drive actions.
• Monitor NPS, CSAT, and other metrics to spot quality trends.
• Improve AI support by testing prompts and reviewing AI answers.
• Own and maintain the knowledge base used by agents and AI.
• Turn QA findings into coaching points, training material, and processes.

🎯 Requirements

• Experience in customer support quality, CX operations, support QA, knowledge management, or AI support operations.
• Strong understanding of what good customer support looks like in practice.
• Track record of improving quality systems, not just following a checklist.
• Strong writing skills to convert internal knowledge into clear guidance for agents and AI.
• Analytical thinking to identify patterns and root causes.
• Comfort working with data including QA scorecards, dashboards, BI tools, or basic SQL.

🎁 Benefits

• #empathyculture: International scale-up team where your ideas matter.
• #worklifeinbalance: Flexible hours; core office time with some remote work.
• #personaldevelopment: Support for personal and professional growth through training and conferences.
• #compensationpackage: Attractive pay and a company pension with 20% employer contribution.
• #wunderoffice: Berlin office with ergonomic setup, roof terrace, and perks.
• #welovetohavefun: Annual parties, after-work events, yoga and table tennis.