Junior AI Support Specialist

Expected, Zendesk

Optional, Plentyone, Ebay

Operating system, Windows

About the project, We believe that AI is the direction of our customer service, and this role is part of building it. Our conviction is that the difference comes from smart implementation, not from buying more tools - AI that is well configured, well prompted and properly supervised is what lets us give every customer a fast, accurate answer. That means higher satisfaction, higher service quality, and nobody waiting in a queue for something a system could have resolved in seconds., You will work on both sides of that: handling the cases that genuinely need a person - luxury fashion, logistics, payments - and building, tuning and supervising the automations that take care of everything else., If you like support work but get frustrated doing the same thing twice, this is the role.,

Your responsibilities, Customer Communication: Resolve the customer inquiries that reach a human via Zendesk (Support, Messaging, Chat) - this is also where you learn what is worth automating next., Automations - Run, Configure, Build: This is the core of the role. Operate our existing automations day to day, configure and tune them as our processes change, and build new ones where you see repetitive work: Zendesk macros, triggers, views and automations, plus no-code workflows (Melibo)., AI Operations: Work hands-on with our AI-driven support tools: write and refine prompts, review AI-generated replies, flag where the model gets it wrong and help correct it., Troubleshooting: Spot where data breaks between our shop, Zendesk and internal systems, describe the problem clearly and work with the tech team to close it., Measurable Improvement: Track what you automate. Help us push toward our automation goal while keeping CSAT and First Response Time targets.

Support Experience: You have worked in customer service, ideally in e-commerce, and you know what a hard case looks like., AI Curiosity: You already use AI tools in your own work or projects. You do not need professional experience with them - you need genuine interest and the habit of testing things yourself., Technical Mindset: You are comfortable with logic and rules (if this, then that), and you are not afraid of settings panels, integrations or documentation., Willingness to Learn: When you hit something you do not know, your first instinct is to look it up, test it and ask a good question. , Commitment: You take ownership of your cases and your projects. You follow through on what you started, and you care whether the customer's problem actually got solved., Language Skills: Good command of English is required - it is our working language. German is a significant advantage, as it is our core market., CRM Savvy: You have hands-on experience with Zendesk or a similar ticket-based CRM system., Data & Pattern Sense: You notice when the same complaint shows up for the third time this week and you say so. You are comfortable reading reports and dashboards, and when you escalate a problem you bring numbers with you - how often it happens, since when, which customers - not just a feeling that something is off., Detail-Oriented: You have a sharp eye for detail, which is crucial when dealing with luxury high-end designer pieces.

Optional, Practical experience with Explore, Familiarity with APIs, webhooks or reading JSON - even at a basic level, SQL or comfort with data analysis and spreadsheets, Interest in sustainable or circular fashion

What we offer, Modern Workspace: A "No-Phone" environment focused on smart, digital communication., Real AI Work: Not a slide deck about innovation - you will be configuring and improving the tools yourself., Impact: Be part of a business model that actively contributes to a greener planet through circular fashion., Growth: A dynamic environment with flat hierarchies and the chance to grow alongside a market leader. A clear path from support into automation, operations or tooling roles., Flexibility: The role is office-based - that is where the team and business are. Occasional home office days are possible., Benefits package: Sports card, medical care, team-building activities., Free parking and well-equipped office amenities for whenever you are on site.

Benefits, sharing the costs of sports activities, private medical care, parking space for employees

About Us, Who are we? Huge fans of luxury and premium brands. Reverse-Retail was born out of a true passion for fashion. We fulfill our mission across key sectors: fashion, second-hand, and e-commerce. Our experience enables us to support clients with product content for any industry. Every day, a team of over 50 specialists handles the complete sales preparation for more than 1,500 unique products. We specialize in the fashion industry, particularly in luxury fashion., , Our work is highly dynamic, which has proven time and again that we can count on each other, understand one another, and offer support—even under tight deadline pressure. We want to expand our expertise and the entire Reverse-Retail team to deliver even more value and high-quality services to our clients.