Customer Care Manager – AI‑Enhanced SaaS Support

About the role

We are seeking a Customer Care Manager to lead and scale an AI‑enhanced support function within a fast‑growing B2B SaaS company. Working remotely, you will be the primary point of contact for customer inquiries while driving automation, workflow optimisation, and cross‑functional collaboration.

Key responsibilities

• Manage and resolve customer tickets across all channels, maintaining high service standards and SLA compliance.
• Monitor ticket volume, prioritise requests and design scalable support processes.
• Configure and optimise support platforms such as Zendesk, Intercom or Freshdesk, including automations, macros, reporting and self‑service tools.
• Evaluate, integrate and champion AI tools (e.g., ChatGPT, Claude, Gemini) to automate repetitive tasks and improve the customer experience.
• Partner with Product and Engineering to translate feedback into actionable product improvements.
• Develop reporting frameworks and KPIs to support data‑driven decision‑making and long‑term 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.
• Fluent written and spoken English and German (C1 level or equivalent).
• Strong analytical, organisational and problem‑solving abilities.
• Proactive, hands‑on mindset with a track record of independent process improvement.

Required skills

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

What we offer

• Remote‑first work environment that values autonomy and innovation.
• Opportunity to shape a modern support function and influence product development.