Team Lead, AI-Powered Customer Service Transformation

GWH Wohnungsgesellschaft mbH Hessen

Kassel

Remote

USD 86,000 - 109,000

Full time

14 days+

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Benefits offered by this job

Profit sharing

Holiday bonus

Company pension

30 days annual leave

Job summary

GWH Wohnungsgesellschaft mbH Hessen in Kassel seeks a Team Lead (m/f/d) for Customer Service & AI Transformation to drive a modern, AI-powered service organization. You will lead the team, align digital initiatives with business goals, and ensure strong service quality and customer satisfaction.

The role covers process mapping, voicebot/chatbot design, collaboration with IT and partners, and guiding staff through change.

Qualifications

Several years of professional experience in customer service, contact centers, or customer management.
Practical experience with voicebots, chatbots, conversational AI, or contact center solutions.
Experience with cloud-based contact center platforms.

Responsibilities

Provide technical leadership for the customer service team and serve as primary contact for technical questions.
Manage day-to-day operations with a focus on availability, service quality, and customer satisfaction.
Develop Customer Service into a modern, digital, AI-powered organization with AI-based voicebot solutions.
Map processes to automated dialogue, routing, and workflows; design voicebot/dialogue logic.
Analyze service metrics and identify measures to improve resolution rate and journey quality.
Evaluate new AI technologies and translate requirements into actionable concepts.
Collaborate with IT and partners to implement solutions and support rollout of AI-powered tools.
Support management on strategic and operational issues.