Actively support the support team in day-to-day operations, e.g., as holiday cover, during peak periods, or when request volumes increase around large jackpots.
Collect customer feedback from tickets and community channels, cluster it, and prepare it so product and marketing teams can act on it.
Integrate AI meaningfully into daily support operations.
Ensure that relevant support knowledge is documented in a structured way and shared across the organization.
Shape the quality of support responses, focusing on clarity, consistency and customer orientation.
Operationally develop support tooling, workflows and documentation structures.

Experience building or optimizing support processes (digital)
Experience working with data and reports (e.g., ticket analysis, pattern recognition)
Excellent written communication skills (English + German)
Several years of hands-on experience in customer support, customer operations, or a comparable operational interface role
Proven ability to structure, simplify and effectively improve support processes in day-to-day operations
Practical experience with AI-powered support solutions, automations, or the effective use of AI in operational workflows.

Customer Operations Manager

Key skills