Customer Operations Manager, Intercom & AI

Käsmayr GmbH

. Own customer service operations from a functional, process, and technical perspective .

Posted 9/24/2026full-timeWalldorf • GermanyMid-LevelSenior💰 €3,800 - €4,600 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service operations, process redesign, and AI-powered automation, with a strong focus on managing data migration and configuring customer service tools like Intercom. Proven ability to translate service requirements into actionable user stories and establish KPIs to enhance service performance.

Highest-signal resume keywords

Customer Service Operations ManagementIntercom Configuration and MigrationAI-Powered Service AutomationProduct Owner ExperienceRequirements Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process RedesignData MigrationWorkflow ConfigurationInquiry ClassificationBacklog ManagementAcceptance TestingKPI EstablishmentAutomation Rate MeasurementSupplier Returns ProcessesTechnical Wholesale Experience

Soft Skills

Analytical ApproachCollaborationCommunication

Tools & Technologies

IntercomFreshdeskERP SystemsMerchandise Management Systems

Industry Keywords

E-CommerceB2BB2CBuilding Services EngineeringHVACPlumbing

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Several years of experience in customer service or Customer Success within e-commerce, including at least several years with process or team responsibility
Proven experience with Intercom
Ideally, experience with an Intercom migration and the configuration of Fin, workflows, and Custom Actions
Hands-on experience with AI-powered service automation
Knowledge of inquiry classification, knowledge bases, function calls to backend systems, and measuring and increasing automation rates
Experience as a Product Owner or in close collaboration with software development
Experience in requirements management, backlog management, and acceptance testing—or a clear motivation to grow into this role
Experience with supplier and returns processes, preferably in technical wholesale or B2B
Structured and analytical approach to processes, data, and interfaces
Excellent written and spoken German
Good English skills for tool documentation and communication with vendors
Preferred: Knowledge of building services engineering/HVAC and plumbing
Preferred: Experience with ERP and merchandise management systems
Preferred: Basic understanding of APIs and data models

Benefits

Comp & perks

Budget for tools and professional development (Intercom, AI, process management)
Attractive compensation commensurate with the level of responsibility and professional experience
Flexible working hours
Daily meal allowance for the on-site SAP cafeteria
Permanent, full-time position
A team with flat hierarchies and an open working atmosphere
Genuine opportunity to shape processes and solutions
Direct collaboration with senior management and an in-house development team