Process Optimization Manager (m/w/d) Focus: Customer Service

Since 2016, PAIR Finance has been setting new standards in digital debt collection - data-driven, empathetic, and successful. Using our AI-powered technology, we analyze individual payment situations and create communication that is automated yet always personal. This approach not only boosts repayment rates but also preserves the trust between debtors and our clients. Today, we are active in ten European countries and continue to grow steadily.

We are looking for a Process Optimization Manager (m/f/d) to independently work on customer service related projects focused on improving revenue, reducing costs, and enhancing service quality through process optimization, automation, and CRM tools - while working closely with teams such as Tech and Customer Support.

• Drive and implement projects aimed at optimizing revenue, reducing costs, and improving quality across the organization. You will raise, and execute strategic internal projects with stakeholders from Product, Data Science, and Customer Support.
• Enhance customer service operations by improving tools and processes, automating request management, and expanding digital self-service solutions such as chatbots, call routing  and call flow management.
• You are the key contact for our customer support tools and service providers around ticketing and calls, with the opportunity to shape both our support infrastructure and long-term customer service strategy.
• Manage relationships with service providers and support outsourcing decisions, with a strong focus on our CRM, and Customer Support tools and providers.
• Stay up to date with emerging trends and technologies, contributing to the development of innovative features and processes in close collaboration with our Tech teams.

• Successfully completed academic education in Business, Computer Science, Business Informatics, or a related field, or a commercial education
• 3+ years of practical work experience in a process- or IT-related role in customer service, sales, or business development.
• Strong stakeholder management and communication skills.
• Solid application knowledge of technical tools, experience in handling analyses and reports
• Fluent English language skills in both written and spoken form, German language skills are a plus 
• Initial experience in working with CRM tools (e.g., Zendesk, Salesforce, Twilio, AWS Connect).
• Experience in process modeling, for example, using BPMN (Business Process Modeling).

• Thriving, financially stable company
• Strong experienced international team to support and mentor you along the way, smooth onboarding process
• International team of 30+ nationalities with professionals and experts
• Flat hierarchy, transparent and appreciative feedback culture, monthly all hands meetings, annual feedback and evaluation cycle, regular 1-on-1s with your lead
• Well-structured onboarding process as well as supportive and welcoming colleagues
• Personal learning & development budget as well as German and English language courses
• Good salary for your strong performance
• Unlimited employment contract, flexible working hours and 28 vacation days for your work-life balance
• Company pension plan, partly covered Deutschlandticket (public transport) and access to “Corporate Benefits” voucher platform to ensure your full well-being
• Fun company summer and Christmas parties as well as regular team events
• This role is based in Berlin, and we have a hybrid working policy. Modern office near Uhlandstraße is complete with fresh fruit, muesli and drinks for a comfortable and enjoyable workplace