Customer Service Project Manager (Digital Solutions) (m/f/d) at Flix

Lisbon, , Portugal -

Full Time

Start Date

Immediate

Expiry Date

05 Mar, 26

Salary

0.0

Posted On

05 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Project Management, Automation, AI-Driven Support, Self-Service Platforms, Multilingual Customer Journeys, Data-Driven Decision Making, Stakeholder Management, Engineering Collaboration, A/B Testing, Journey Redesign, Problem Solving, Technical Requirements Discussion, Performance Monitoring, Operational Pain Points Translation, Product Prioritization, Bias For Action

Industry

Software Development

Description

At Flix, we offer a dynamic work environment with competitive pay, strong growth opportunities, and a tech-driven approach to making travel more accessible, sustainable, and affordable. We’re setting out on a difficult but defining journey: transforming Customer Service at Flix to technology-driven resolution across every language and market. This role leads that push. You’ll be the one charting new ground — uncovering where customers get stuck, redesigning how they solve problems on their own, and building automation that stands firm under real operational pressure. Expect complexity, shifting conditions, and the need for sharp judgment. The reward – ability to redefine the frontier of effortless experience at scale. Apply only if this resonates. If not – please do not. About the Role Co-own the end-to-end strategy for automated resolution across text and voice bots Translate CS needs into clear product priorities that reduce dependency on human agents Partner with Tech to design, build, and ship automation capabilities that work reliably across languages Monitor performance by language + contact reason and continuously improve auto-resolution rates Work cross-functionally with Operations, Quality, and Content teams to remove blockers and simplify flows Define and maintain a strong measurement framework: accuracy, containment, latency, customer effort Drive experimentation: A/B tests, prompt optimization, journey redesign, and new automation use cases About You Strong project management mindset with proven experience in automation, AI-driven support, or self-service platforms Ability to translate operational pain points into clear product problems and prioritization decisions Experience working with multilingual customer journeys and markets. Fluency is English is a must Data-driven approach: confident using dashboards, funnels, and metrics to guide decisions Comfortable working with engineering teams and discussing requirements at a technical-concept level Strong stakeholder management across CS operations, product, tech, and localization Bias for action: you move fast, simplify, and focus on solutions that scale We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply. We want to hear from you! NB: Please submit your resume in English! What We Offer Travel perks: 12 free Flix vouchers + 12 discount vouchers for friends & family. Work from (M)Anywhere: Depending on your role, work from another location for up to 60 days per year. Hybrid work model: We are an office-first company, but we offer flexibility to balance work and life. Wellbeing support: Access confidential 1:1 counselling, courses, and stress management for yourself and up to four family members. Learning & Development: Take advantage of language classes, training courses, and expert-led sessions to grow your skills. Mentoring Program: Connect with experienced colleagues to gain insights and accelerate your career. To view more local benefits specific to each office location, please check out this link: Locations - Flix Career Why Join Flix? At Flix, you’ll find teams that rally together to overcome challenges and spark creativity. We believe in ownership culture - giving you the freedom to take initiative, make an impact, and shape your own career path. As we continue to expand across the globe, you can make a real difference in how we work. If you’re ready to grow and lead your journey, Flix is the place for you!

Responsibilities

Lead the strategy for automated resolution across text and voice bots, translating customer service needs into product priorities. Collaborate with tech teams to design and implement reliable automation capabilities while monitoring performance and driving continuous improvement.