Käsmayr GmbH

Operations

• Own customer service operations from a functional, process, and technical perspective
• Collaborate with the existing service team
• Redesign processes for end customers and suppliers
• Introduce AI-powered automation in customer service
• Represent customer service requirements to the software development team
• Plan and oversee the migration from Freshdesk to Intercom
• Manage data migration and configure inboxes, workflows, macros, and reporting
• Configure Intercom to enable AI agents to autonomously handle standard inquiries
• Finalize and align on a supplier returns portal
• Support implementation by the development team and roll out the solution within Key Account Management
• Analyze and rebuild end-customer and supplier processes with clearly defined SLAs
• Serve as Product Owner for service features in ERP and merchandise management systems
• Translate service requirements into user stories, prioritize them, coordinate with development, and conduct acceptance testing
• Establish and maintain KPIs such as AI resolution rate, First Response Time, CSAT, and return rate
• Derive and implement improvement measures
• Act as the point of contact for key accounts and suppliers regarding process-related matters
• Handle complex customer cases as the escalation level
• Continuously improve the service experience for B2C and B2B customers

Customer Operations Manager, Intercom & AI