Customer Service Automation Lead

4 days ago


Copenhagen, Copenhagen, Denmark Nexi Group Full time

Key Responsibilities

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As a Robotics Operations Manager at Nexi Group, your main responsibilities will include:

  • Monitoring operational KPIs for robot performance and coordinating actions to ensure target performance.

  • Developing and maintaining a framework for customer service robots to ensure high-quality performance and continuous development.

  • Maintaining and owning a prioritized list of the most needed enhancements and developments for Customer Service Nordics.

  • Collaborating with robotic development teams within Nexi to prioritize robot enhancements or the development of new robots.

  • Assisting in the development & operation of a community for CoPilot within Customer Service Nordics, focusing on the creation and operation of CoPilot automation.

  • Establishing a structured training program for onboarding new specialists into the robotics framework, including training new specialists and maintaining high community engagement.

  • Examining processes or areas that could benefit from robotic optimizations.

  • Ensuring information is shared with all relevant stakeholders and maintaining relationships with key stakeholders.

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Qualifications and Requirements

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To excel in this role, you should have:

  • Proven experience as an operational planner, performance analyst, robotics engineer, or in a related role, particularly within customer service environments.

  • Excellent analytical abilities and familiarity with data analysis tools and software.

  • A genuine passion for artificial intelligence and its applications in robotics and customer service.

  • Strong collaborative skills to work with development teams, customer service teams, and other relevant stakeholders.

  • Experience in creating and conducting training programs and onboarding new employees.

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Benefits and Perks

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Nexi Group offers a comprehensive benefits package, including:

  • An attractive salary and overall competitive package.

  • Constant support from your manager.

  • A hybrid way of working.

  • Flexible work hours.

  • A home equipment allowance.

  • Equipment needed for the role (laptop and mobile phone, including monthly mobile phone subscription).

  • Health and Dentist insurance.

  • Referral bonuses for recommending new team members to join the company.

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Why Choose Nexi Group?

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We're committed to creating a diverse culture where talents from all walks of life can feel like they truly belong.

Join us and discover a world of opportunities for growth and collaboration.



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