Customer Operations Manager: Processes, Intercom, AI (m/f/d)

Heizung-Billiger has become one of the most popular online marketplaces for home technology, sanitary ware, and heating technology in just a few years. We offer private and business customers an extensive range of products in the areas of heating, bathrooms, climate control, pumps, and much more – exclusively quality products from premium manufacturers for existing and new construction. In doing so, we create modern procurement options in a key market of the energy transition.

We develop our software ourselves: Shop, ERP, and merchandise management are created by our own team. Customer service is not a cost center here, but the heart of our operations – and we want to fundamentally reorganize it in the next 12 months. That's why we're looking for you!

Responsibilities

You will take responsibility for our customer service – technically, procedurally, and technologically. You will work with the existing service team, redesign processes with end customers and suppliers, and integrate AI-supported automation into everyday work. At the same time, you will be the voice of customer service to our software development team.

Your projects in the first year

• Migration from Freshdesk to Intercom. You will plan and be responsible for the move of our ticketing system: data transfer, inboxes, workflows, macros, reporting. Afterwards, you will configure Intercom so that standard inquiries (delivery status, invoices, order changes, returns) are resolved autonomously by AI agents.
• Supplier returns portal. A concept is partially in place. You will bring it to completion, coordinate it with our suppliers, oversee its implementation by our development team, and roll it out in Key Account Management.
• Redesign of service processes. You will analyze all processes related to end customers (inquiries, orders, complaints, returns) and suppliers (queries, warranty claims, spare parts, returns), define target processes with clear SLAs, and implement them with the team.

Your ongoing tasks

• Technical development of the customer service team
• Product Owner for service features in ERP and merchandise management: Translate requirements from service into user stories, prioritize them, coordinate with development, and accept them
• Establishment and maintenance of KPIs (AI resolution rate, First Response Time, CSAT, return rate) and derivation of measures
• Contact person for Key Accounts and suppliers on procedural matters
• If necessary, handling complex customer cases as an escalation level
• Continuous improvement of the service experience for all B2C and B2B customers

Qualifications

What you bring to the table

• Several years of experience in customer service or customer success in e-commerce, with at least a few years in a process or team leadership role
• Demonstrable experience with Intercom – ideally, you have already managed a migration and set up Fin/Workflows/Custom Actions
• Practical experience with AI-supported service automation: You know how to classify inquiries, build knowledge bases, connect function calls to backend systems, and measure and increase automation levels
• Experience as a Product Owner or in close collaboration with software development (requirements management, backlog, acceptance) – or a clear motivation to grow into this role
• Experience with supplier and returns processes, preferably in technical trade or B2B
• Structured, analytical working style: You think in terms of processes, data, and interfaces, not isolated cases
• Very good German written and spoken, good English for tool documentation and manufacturer contacts
• Desirable: Knowledge in home technology/SHK (Sanitary, Heating, Plumbing), experience with ERP/merchandise management systems, basic understanding of APIs and data models

Benefits

What we offer

• A mandate with real scope for design: You will build up customer service, not reduce it
• Direct collaboration with management and the in-house development team – short distances, quick decisions
• Budget for tools and further training (Intercom, AI, process management)
• Attractive compensation commensurate with responsibility and work experience
• Flexible working hours
• Daily meal allowance for the on-site canteen (SAP)
• Permanent full-time position in a rapidly growing market
• A team with flat hierarchies and an open working atmosphere

Interested?

Send us your application with a brief introduction – and feel free to add two or three sentences about how you have approached a ticketing system migration or AI automation in service before. Even if not every point fits 100%: We look forward to hearing from you!