Customer Service Manager with a Focus on AI & Voicebots (m/f/d)
As a subsidiary of Helaba, GWH—along with GWH Bauprojekte GmbH, GWH Digital GmbH, GWH WertInvest GmbH, GGM für Gebäude-Management mbH, Systeno GmbH, and GWH WohnWerk GmbH —is one of the major players in the real estate industry. Our core business is providing people with places to live. With our approximately 650 employees, we manage a total of 50,000 apartments for all age groups at fair prices.
To strengthen our team, we are looking for a Customer Service Manager with a focus on AI & Voicebots (m/f/d) who enjoys working as part of a team to start as soon as possible.
Customer Service. AI. Voicebots. Your chance to combine the two.
Have you already gained practical experience working with voicebots, chatbots, or conversational AI solutions, and would you like to actively help shape their use in customer service? Then join us in designing the next generation of our customer service.
In this role, you will combine technical leadership in customer service with the operational development of our AI-based solutions. The focus is clearly on hands-on work with conversational AI—from optimizing dialogs and processes to collaborating with IT and technology partners.
Look forward to an open corporate culture at a stable employer, innovative projects, and a work-life balance that opens up entirely new opportunities for your career.
Customer Service Manager with a Focus on AI & Voicebots (m/f/d)
Kassel | Full-time | Permanent
What you can expect:
- Technical responsibility for our voicebot and chatbot solutions
- Design, implementation, operation, and ongoing development of the solutions
- Hands-on optimization of dialog flows, intents, knowledge bases, response logic, and fallbacks, as well as analysis and automation of existing customer service processes
- Analysis of service and bot KPIs, as well as implementation of specific optimizations
- Collaboration with IT, implementation partners, and technology providers on integration, testing, and rollout
- Providing professional leadership for the customer service team and managing day-to-day operations with a focus on service quality, responsiveness, and customer satisfaction
- Supporting Employees During the Implementation of AI-Based Work Methods
- Supporting department management on strategic and operational matters
Your background:
- Demonstrable practical experience with production-ready voicebot, chatbot, or conversational AI solutions in a telecommunications/contact center environment
- Experience in designing and optimizing dialogue flows, intents, fallback strategies, and knowledge bases
- Experience with cloud-based contact center platforms
- A passion for technology and the ability to work with IT and partners to translate technical requirements into concrete solutions
- Experience with bot/service KPIs and their optimization
- Initial leadership experience or a willingness to take on technical leadership responsibilities
- A structured, independent, and solution-oriented approach to work
- Strong communication skills and a passion for change
What we offer you:
- Modern working environment: virtual teamwork, state-of-the-art equipment including iPads, mobile working and flexible working hours with a 37-hour week, life-phase-conscious corporate culture with the "audit berufundfamilie" award since 2009.
- Welcome to the team: Independent area of responsibility with creative freedom. Good working atmosphere and great team spirit. Around 85% recommendation rate on kununu.
- Prospects: Individual support through a wide range of further training opportunities and regular training sessions.
- Attractive benefits package: Salary based on collective bargaining agreement, annual profit sharing, vacation and Christmas bonuses, employer-financed company pension plan, 30 days of annual leave plus Christmas Eve and New Year's Eve, Germany-wide rail pass for €25 per month.
- Attractive health and recreational benefits, such as employee events, health days, workplace health management, and support for an EGYM Wellpass membership
- Travel expense reimbursement of up to 0.72 EUR per kilometer for business trips taken in a personal car.
- We can support you in your search for accommodation.
We work exclusively with contract partners of our choosing when filling positions. Inquiries by phone will not be processed. Applicant profiles sent to us without a specific request will be deleted without being reviewed. External terms and conditions will not be accepted.
