CX Manager (m/f/d)

Your Mission

Your insights and projects ensure that our customers stay with SpotmyEnergy in the long term. As a CX Manager, you will identify early on where customers become dissatisfied and ensure that our AI, our team, and our customers are always up-to-date. You will connect the knowledge base, customer data, and customer communication into a cycle. Your benchmark: fewer tickets per customer, more cases resolved at the first level, and even better ratings.
Our AI assistant Lumi is already pre-screened in tickets, chat, and hotline. You will ensure that it provides the correct answers. You will work closely with our VP Customer Experience and gradually take over your own topics until you are fully responsible for them.

Your Responsibilities

• You will be responsible for our knowledge base: you will keep it up-to-date, complete, and consistent, for Lumi, our internal AI tools, and our team.
• You will make our AI assistant Lumi better: you will check its answers, compare them with other AI tools, and refine them through the knowledge base.
• You will incorporate every product change into the knowledge base and customer communication in a timely manner and pass on new information to our teams and our AI.
• You will be responsible for our evaluations: tickets, calls, CSAT, NPS, and reviews. From these, you will derive concrete improvements for knowledge, processes, and communication.
• You will develop early warning systems that identify customers at risk of churn before they cancel and initiate appropriate measures.
• You will show our departments what our customers need and where problems arise.
• Together with Customer Service and Technical Support, you will find out which issues can be resolved directly on first contact in the future.
• You will respond to reviews on Trustpilot, in the app stores, and on Google.
• You will develop our standard communication further, check deliverability and effectiveness, and test variants.
• Based on the data, you will provide our product team with content and occasions so that we can inform customers at the right moment across all channels, including in our app.

Your Profile

• You have several years of experience in Customer Experience, Customer Insights, CRM, or a related field, and have already been responsible for your own topics there.
• You work with AI daily: you write good prompts and critically assess results.
• Ideally, you have already configured, trained, or tested an AI assistant or chatbot.
• You have evaluated customer data yourself and derived concrete improvements from it.
• You maintain an overview of many parallel topics, prioritize independently, and deliver results that do not require further refinement.
• You think in processes and are not satisfied with symptoms.
• You write clearly and can also explain topics like smart meters or dynamic tariffs in an understandable way. You also strike the right tone when responding to an angry review.
• You speak and write very good German (C2).
• Experience with knowledge bases, HubSpot, or review platforms is a plus.

Our Offer

• Impact that lasts: Your insights and projects will help determine whether customers stay with SpotmyEnergy in the long term. This directly contributes to our growth.
• Real shaping opportunities: You decide what Lumi, our internal AI tools, and all employees know about our products.
• AI in everyday life instead of on slides: You will work with the tools we use daily and build upon analyses that have already been prepared.
• Close to decision-making: You will report directly to our VP Customer Experience and work closely with Customer Service, Technical Support, and Product.
• Help shape the energy transition: a scale-up that is growing rapidly, with an office in Cologne and a strong team spirit.

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