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

About the Role

Join us as a Customer Support Quality & AI Specialist, where your focus will extend beyond reviewing support interactions—you'll be enhancing them on a large scale, for both human agents and AI systems. You will lead the development and ownership of the quality assurance framework underpinning our AI-enhanced customer service to ensure each conversation, whether handled by a person or AI, is precise, effective, and aligned with our standards.

Your Responsibilities

• Design and continuously refine the quality assurance processes for both AI-driven and human customer support interactions.
• Analyze conversations involving AI and agents for accuracy, tone, compliance with policies, and appropriate escalation; translate insights into practical improvements.
• Track customer satisfaction metrics such as NPS and CSAT to detect patterns and recurring issues affecting quality.
• Enhance AI support by experimenting with prompts, evaluating AI responses, pinpointing failure points, and proposing improved instructions or procedures.
• Manage and update the support knowledge base used by agents and AI, ensuring content accuracy and clarity.
• Transform quality assurance insights into coaching materials, training content, and process enhancement recommendations for the customer support team.
• Establish feedback channels from customer interactions to the Customer Experience Team Lead and relevant departments including Product and Operations.
• Help create a scalable quality management system integrating human review, automation, knowledge systems, and customer feedback.

Required Qualifications

• Hands-on experience in customer support quality management, customer experience operations, quality assurance in support, knowledge management, AI support operations, or conversational design.
• Proven expertise in defining and advancing what constitutes excellent customer support based on personal involvement.
• Demonstrated success in developing or enhancing quality assurance systems beyond rote checklist compliance.
• Excellent writing abilities to convert complex, informal internal knowledge into clear, actionable instructions for agents and AI frameworks.
• Strong analytical skills for recognizing trends within support interactions, diagnosing root causes, and communicating findings persuasively.
• Comfortable working with data tools such as QA scorecards, analytics dashboards, BI platforms, or SQL for extracting meaningful insights.
• Fluent in English, with German language proficiency at B2/C1 level or higher, as many communications occur in German.

What We Offer

• Join an international team in a dynamic scale-up environment that values individual contributions and allows your ideas to drive tangible impact.
• Enjoy flexible and family-friendly working hours, primarily onsite with occasional options to work remotely.
• Opportunities for personal and professional growth supported by tailored training programs, workshops, and event participation.
• Attractive compensation package including a company pension scheme with a 20% employer contribution.
• Work in our modern Berlin office at Hackescher Markt, featuring ergonomic setups, a relaxation room, play areas, rooftop terrace, and complimentary beverages and fresh fruit.
• Engage in social events like seasonal parties and regular gatherings, plus wellness amenities including yoga, table soccer, and ping pong.
• Benefit from perks such as discounted Urban Sports Club memberships, discounts via FutureBens, and annual travel ticket options.