Manager, Customer Service

📋 Description

• Lead end-to-end deployment of large-scale SaaS platforms across enterprise contact centers
• Oversee CRM and cloud telephony integrations (Zendesk, Salesforce, Amazon Connect) and other
• Collaborate with Product, Engineering, and Customer Success to optimize performance and adoption.
• Manage deployment and optimization of WFM and QM software; improve forecasting and agent
• Design customer service workflows across omnichannel (voice, chat, email, social).
• Lead AI-driven service initiatives incl. chatbots and AI workflows for automation.

🎯 Requirements

• Master’s degree or foreign equivalent in Information Systems, Computer Science, or related field; 5
• Experience in Service/Customer Success or Contact Center industries.
• Large-scale SaaS deployments in enterprise environments.
• CRM systems: Zendesk, Salesforce, Amazon Connect.
• Voice/telephony platforms; deploying/managing WFM and QM in contact centers.
• Conversational AI and automation, chatbots, AI workflows for ticket deflection.

🎁 Benefits

• Hybrid telecommuting permitted
• EOE