AI Workflow Specialist (d/f/m)

kleinanzeigen.de GmbH; Berlin; Hybrid; EUR 65,000 - 95,000; Full time

Benefits offered by this job

Flexible hours

Hybrid work

Parental leave

Extra days off

Dev budget

Learning opportunities

Discounts

Job summary

Kleinanzeigen in Berlin-Charlottenburg is seeking an AI Workflow Specialist to transform customer service processes into automated, AI-powered experiences. The role blends hands-on configuration with data-driven experimentation, reporting to the CS Operations & Automation Manager.

You will design and optimize AI prompts, routes, and escalation paths, ensure quality, and collaborate with multiple teams to deliver end-to-end automated experiences. Bilingual English/German preferred.

Qualifications

• 3 years of experience in Customer Service operations, automation or AI-driven workflows.
• Experience with virtual agents, conversational flows, and low-code/no-code automation is a plus.

Responsibilities

• Build, configure and improve automated AI-powered workflows in Customer Service.
• Configure workflow logic, routing, and guardrails for AI interactions.
• Monitor quality and performance metrics and translate insights into improvements.
• Test and refine workflows through experiments and controlled rollouts.

Job description

Introduction

Kleinanzeigen is the leading online classifieds market in Germany. Users buy and sell on Germany's No. 1 for classifieds mainly second-hand. In this way they make an active contribution to more sustainability. On average, more than 55 million ads are available in numerous categories -- from children's supplies to electronics and real estate. Kleinanzeigen also offers small and medium-sized businesses the opportunity to present their services online. Around 35 million users per month make Kleinanzeigen one of the most widely used websites in Germany. Kleinanzeigen was launched in September 2009 as eBay Kleinanzeigen. Since June 2021, the company has been part of Adevinta, a global provider of online classified ads. In May 2023, the name was changed to Kleinanzeigen.

Your tasks

The Job: As our AI Workflow Specialist, you will turn Customer Service processes into effective automated and AI-powered experiences. You will build, configure, test, and continuously improve workflows that help resolve customer needs efficiently while ensuring quality and appropriate handovers to our service teams. Combining hands‑on configuration with data and experimentation, you will help shape how we use AI and automation across Customer Service. This is a hybrid role, our office is in Berlin-Charlottenburg. You report to the Customer Service Operations & Automation Manager.

What You'll Do:

• Build, configure, and continuously improve automated and AI-powered workflows across our Customer Service tools, turning approved processes into reliable customer-facing solutions.
• Configure workflow logic, decision trees, intents, routing and escalation paths, as well as AI instructions, prompts, guardrails, and fallback behavior.
• Monitor automation quality and performance across metrics such as resolution accuracy, escalation rates, customer satisfaction, and cost per contact, translating insights into concrete improvements.
• Test and optimize workflows through structured experimentation, quality evaluations, and controlled rollouts, ensuring automation performs reliably before and after launch.
• Adapt workflows to new products, policies, and business requirements and support the rollout of new automation capabilities from initial pilots through ramp-up and ongoing optimization.
• Partner closely with Process Management, Quality Assurance, Service Delivery, System Administration, and other stakeholders to ensure automated experiences work effectively from end to end.

Who You Are:

• You have 3 years of experience in Customer Service operations, automation, conversational design, service technology, CRM configuration, or a similar hands‑on role, with experience building automated or AI-supported workflows in a live environment.
• You are comfortable working directly with configuration tools and have experience with areas such as virtual agents, conversational flows, decision logic, prompts and instructions, low‑code/no‑code automation, or integrations.
• You understand the capabilities and limitations of AI and large language models and know how to design appropriate guardrails, fallback logic, and quality checks for customer‑facing use cases.
• You are analytical and quality‑focused, comfortable using performance data, testing, and root cause analysis to identify issues and continuously improve automation outcomes. Familiarity with BI tools, APIs, structured data, or basic scripting is an advantage.
• You are curious, precise, and comfortable experimenting in a fast‑changing environment while maintaining appropriate operational and customer safeguards. You communicate confidently in English and German.

We offer

At Kleinanzeigen, we care about our people --- their wellbeing, growth, and life beyond work. Our benefits are designed to support you holistically, giving you flexibility and opportunities to thrive.

Flexibility

• Flexible working time (hybrid)
• 20 days "work from anywhere"
• Paid additional parental leave for both parents
• Extra paid days off for special occasions (e.g. your wedding or a move)

Wellbeing & Support

• Confidential support & coaching for you and your loved ones
• Annual company sports events
• Pension and life insurance

Growth & Development

• Personal development budget
• Learning opportunities to grow your skills and career

Perks & Everyday benefits

• Corporate benefits and exclusive discounts
• An attractive referral program
• Transportation allowance
• Free shipping on Kleinanzeigen Direktkauf

Kleinanzeigen is an equal opportunity employer that values diversity and inclusion. We welcome people of all backgrounds, races, religions, colours, national origins, gender identities, sexual orientation, ages, marital status, or disability.

If this role sparks your interest but you're not sure you meet every single requirement, we'd still love to hear from you anyway