Customer Care Manager – AI‑Enhanced SaaS Support

About the role

You will lead a modern, AI‑enhanced customer support function for a fast‑growing SaaS company. Working remotely, you will combine operational excellence with strategic thinking to shape support workflows, drive automation, and improve the experience of thousands of users across multiple industries.

Key responsibilities

• Manage and resolve customer inquiries across all channels while maintaining high service standards.
• Monitor ticket volumes, prioritize requests, and ensure service level agreements are met.
• Design, optimise, and maintain support workflows using tools such as Zendesk, Intercom or similar platforms.
• Integrate AI‑powered technologies to automate recurring tasks and enhance the customer experience.
• Collaborate with Product and Engineering teams to translate feedback into actionable product improvements.
• Develop reporting structures and KPIs to support data‑driven decision‑making and scalability.
• 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 environment.
• Strong analytical and organisational skills with the ability to manage priorities in a fast‑paced setting.
• Fluent written and spoken English and German (C1 level or equivalent).
• Proactive, hands‑on mindset with strong ownership and problem‑solving capabilities.

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, autonomy and practical problem‑solving.