Customer Support Manager (m/f/d) - Conversational AI & Enterprise SaaS

About Mercury.ai

We are a growing B2B SaaS company based in Bielefeld, offering a leading platform for Conversational AI. While conventional language models are often uncontrollable, Mercury.ai relies on Mercury Intelligence: an orchestrated AI structure that utilizes specialized models for individual tasks to deliver precise and stable results at an enterprise level. Our customers include well-known companies such as Volkswagen Bank, Nestlé, and Ravensburger.

Customer Support Manager (m/f/d) – Conversational AI & Enterprise SaaS

Support at Mercury.ai means more than just answering emails. You are the central authority ensuring that our platform performs smoothly for our customers. You assist our partners in maintaining the optimal balance between automated Mercury Intelligence and personal live chat.

Your Tasks

• You are the first point of contact for our customers regarding technical and functional questions about the platform. You analyze inquiries and deliver precise solutions instead of standard answers.

• You assist customers in maintaining their knowledge bases and continuously increasing the automation rates of their chatbots.

• You help troubleshoot communication between Mercury.ai and our customers' third-party systems (e.g., CRM or ERP systems).

• You train our customers' employees in using our integrated live chat environment and analytics tools.

• You work closely with our product team and feed user feedback directly back into the further development of our roadmap.

Your Profile

• You have already worked in customer support or account management at a SaaS company and feel comfortable in digital B2B environments.

• Terms like API, Webhook, or NLU do not intimidate you. You can explain complex relationships in a way that is understandable to different target groups.

• Even in critical situations, you remain a confident advisor and enjoy creating real added value for our customers' users.

• You have excellent German and English skills, both written and spoken.

• You share our high standards for data privacy and the conviction that technology should relieve staff workload.

What We Offer

• A modern office in downtown Bielefeld with a rooftop terrace for team collaboration.

• A product established in the enterprise sector that solves real problems in customer service.

• We foster your professional development—whether towards Customer Success Management, technical project management, or product marketing.

• A permanent employment contract in a crisis-resistant technology field with flat hierarchies and short decision-making paths.

Your Way to Us

👉 Do you want to shape the architecture of the next generation of Conversational AI? Send us your application documents, including relevant publications or projects, to hi@mercury.ai