Platform Manager – Customer Service - Fixed-term contract (maternity cover)

IONITY GmbH is looking for a dedicated Platform Manager to join the team on a 12-month fixed-term contract to cover maternity leave. In this role, you will be responsible for shaping and continuously improving the platforms and processes that enable effective customer service across the organization, ensuring scalable and user-friendly solutions.

Key responsibilities

• Take ownership of the Customer Service platform and drive its continuous development.
• Partner with Customer Support teams to identify pain points and translate business requirements into effective solutions within Jira Service Management.
• Manage and prioritize the platform backlog in collaboration with key business stakeholders.
• Design and optimize end-to-end service processes, including case management, routing, escalations, and resolution workflows.
• Configure and enhance Jira Service Management and Confluence to support business needs, including automation, SLAs, and reporting.

Requirements

• At least 3 years of experience in Customer Service, Service Management, or business application management.
• Strong hands-on experience with Jira Service Management, including configuration and design of service projects.
• Solid understanding of Jira concepts such as workflows, permissions, and automation.
• Proven ability to translate complex business requirements into technical concepts and implementable solutions.
• Excellent communication skills with a pragmatic, customer-focused, and solution-oriented mindset.

What we offer

• The opportunity to work in a fully remote environment within a dynamic and international team.
• A significant role in shaping the future of customer service technology at IONITY.
• Professional development through exposure to complex service management challenges and platform architecture.
• A collaborative culture that values structured thinking and innovative problem-solving.