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Customer Care Manager (m/f/d)
Full-time
About Flip
Flip is the leading AI-powered employee experience platform for frontline workers in retail, manufacturing, and logistics. One app. One touch. Everything they need.
We're looking for someone to take our customer support to the next level: as the first point of contact for our customers and as the architect of the AI-powered infrastructure that makes us sustainably scalable.
How We Work
AI first. We use AI as a daily tool across the entire company — from engineering to operations to support.
Hands-on over hierarchy. The best idea wins, regardless of where it comes from.
Speed with substance. We move fast and build things that last.
Impact at scale. Your work directly shapes how millions of frontline workers experience their workday.
About the Role
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.
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.
Who You Are
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.
What You Bring
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.
Analytical mindset with the ability to prioritize under pressure and escalate in a structured way.
Fluent in both German and English, written and spoken.
