Head of Partner & Customer Service - European Market (m/f/d)

Head of Partner & Customer Service - European Market (m/f/d)

Customer Service und Kundenbetreuung
Vollzeit / Sankt Johann in der Haide

Jetzt bewerben

From a modest laboratory in Styria, Austria to the global stage - RINGANA continues to grow and thrive. Today, we are a team of over 800 strong individuals across 10 locations.

Your responsibilities

• Overall responsibility for European Partner & Customer Service
• Leading and developing a team (approx. 50 employees, primarily in Austria (Vienna/St. Johann) and Spain)
• Ensuring an excellent service level (first and second level) across all channels
• Management of the entire support process, including escalations
• Driving AI transformation in service--from strategy to implementation
• Development and scaling of AI-powered solutions (chatbots, ticketing, routing, analytics)
• Continuous optimization and training of AI models in the service environment
• Identification of new AI potential for increasing efficiency and improving service
• Integration of automation and AI into existing service processes
• Further development of the service operating model (SLA, KPI, governance)
• Data-driven management through reporting, dashboards, and analytics
• Responsibility for service tools (Freshdesk, Freshcaller) and their further development
• Coaching and development of the leadership team, as well as fostering a modern service culture
• Close collaboration with internal stakeholders to implement innovations

Your qualifications

• Several years of experience in service level management in an international environment
• Substantial leadership experience in complex service organizations
• Strong interest and, ideally, practical experience with AI, automation, and digital service innovations
• Experience with KPI/SLA management and service processes
• Knowledge of ITIL (Information Technology Infrastructure Library) and common service tools (e.g., Freshdesk, JIRA, Remedy)
• Analytical thinking and confident handling of data & reports
• Structured, solution-oriented, and pragmatic approach to work
• Strong communication and leadership skills
• Languages: German & English: required, Spanish and other languages as a plus
• Willingness to travel for regular visits to Vienna and/or St. Johann depending on your location

Das macht uns besonders

• Gratis Lunch & Kaffee
• Modernes Arbeitsumfeld
• Crew Events
• Telework
• Entwicklungspotential
• Parkmöglichkeiten oder Öffi-Ticket

Annual gross salary for this position is EUR84,000 on a full-time basis (Collective Agreement for Employees in Trades and Crafts, and in Service Industries). What really counts?

Your personality, your expertise, and your commitment -- and that's what we reward individually.

How to Apply

We're excited to hear your personal story and to learn more about you. Apply directly through our career portal or via WhatsApp. We look forward to receiving your application!

Apply Now!
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