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Customer Service Project Manager (Digital Solutions)

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Cherry Ventures

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Location:
Portugal, Lisbon

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job 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.

Job Responsibility:

  • 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

Requirements:

  • 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 in 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
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

Additional Information:

Job Posted:
December 07, 2025

Work Type:
Hybrid work
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