AI Workflow Specialist (d/f/m)

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; German is an advantage for reviewing customer-facing content.

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.

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.