[Hiring] Customer Care Manager @Flip

Role Description

You'll enjoy this role if you like doing the following:

• Excellent customer support as your foundation: You're the primary contact for all incoming customer requests, ensuring tickets are handled in a structured, timely, and high-quality way. You stay on top of high ticket volumes and prioritize with confidence.
• AI-driven process optimization as your core work: You actively track developments in AI models and tools (Claude, Gemini, ChatGPT and others), independently challenge existing processes, and build intelligent automations, AI-powered triage, and scalable self-service solutions.
• Building scalable infrastructure: You configure and optimize our support platform (Zendesk or similar) — not just as a user, but as an architect. You build the KPIs and reporting structures that enable data-driven decisions, and actively push toward a 24/7 support model.
• Moving product and engineering forward: You translate customer feedback into structured, actionable insights for the product team and serve as a productive sparring partner for engineering via Linear, Jira, or similar.

What success looks like after 6–12 months:

• Recurring requests are measurably reduced through automations or self-service solutions.
• New AI models and tools are systematically evaluated by you and — where it makes sense — integrated directly into our workflows.
• Customer feedback flows in a structured, regular way into Product and Engineering.
• SLAs are consistently met — and processes that were manual a year ago are now automated.

Qualifications

• At least 3 years of experience in customer care or support, ideally in a B2B SaaS environment.
• Solid knowledge of a common support platform (e.g. Zendesk, Intercom, Freshdesk) — configuration, automations, macros, and reporting.
• Demonstrated, active engagement with AI tools in a professional context: you regularly use and evaluate Claude, Gemini, ChatGPT, and comparable models, and can speak concretely about what you use for what.
• Analytical mindset with the ability to prioritize under pressure and escalate in a structured way.
• Fluent in both German and English, written and spoken.

Requirements

• See support as leverage, not overhead — and ask with every request how the underlying system can be improved.
• Actually use AI, not just read about it. You know what Claude, Gemini, and ChatGPT can do — and deploy them deliberately.
• Create structure under pressure. High ticket volumes don't stress you out — they get you into flow.
• Take ownership from day one — with a hands-on mindset and a clear sense of what actually matters.
• Think across disciplines. Support, Product, and Engineering are one connected system to you.

Benefits

• Work mode: We’re remote-first, giving you flexibility to work from home. At the same time, we deeply value the power of in-person collaboration. Depending on the role, you’ll join occasional team events, workshops, or meetings in our Berlin or Stuttgart offices - always with plenty of notice. The exact balance will be discussed during your interview.
• Work-Life-Balance: We don't want you to grow roots to your desk chair. That's why we cover the costs of your E-Gym-Wellpass membership and offer job bike leasing.
• Celebrating success: Expect highly motivated and committed people in a relaxed working atmosphere.
• Be part of something bigger: You actively shape Flip in your role. Along the way, you are an enabler of the rapid growth process of a young tech company and grow towards your goals, fun is guaranteed.
• Happy to be a Flipster: Stay tuned for regular team events and culture days that bring us together as Flipsters.
• Working abroad: At Flip you can also work abroad in the European Union. Let's talk about remote work in the interview.