Senior Specialist Customer Support Solutions (all genders welcome)

Senior Specialist Customer Support Solutions (all genders welcome)

Your Mission

You will own and continuously evolve Kia Connect’s customer support platform and processes to deliver a seamless, scalable, and data-driven customer experience. You will translate business, customer, and operational needs into innovative Service Cloud solutions, leveraging automation and AI technologies to improve service quality and efficiency. Working closely with cross‑functional stakeholders, you will ensure that new products and services are fully support‑ready from launch.

Your Responsibilities

• Own and drive the development and continuous improvement of Salesforce Service Cloud for Kia Connect customer support
• Lead the design and implementation of new Service Cloud features, ensuring scalable, efficient, and future‑proof solutions
• Define and optimize end‑to‑end customer support processes across channels (app, web, dealers, etc.)
• Design support flows for new products and services (B2C and B2B), including:
  • Case structure and categorization
  • Data model and required data components (customer, vehicle, service data)
  • Routing logic, escalation paths, and automation flows
• Translate business and customer requirements into functional specifications and system configurations within Salesforce
• Drive the implementation of AI‑powered support capabilities, including:
  • Chatbots and live chat solutions
  • Voice support and AI‑driven call flows
  • AI‑supported email handling and case classification
• Ensure integration of customer and vehicle data into Service Cloud for a 360° customer view
• Identify opportunities for automation, efficiency improvements, and quality enhancements in support operations
• Monitor support performance and drive continuous improvement initiatives
• Ensure support readiness for new product launches, including documentation, knowledge base, and training

Education

• Bachelor’s or Master’s degree in Business Administration, Information Systems, Computer Science, Engineering, Digital Business, or a related field.

Experience

• 3 years of proven experience in Salesforce Service Cloud (configuration, flows, case management, automation)
• Experience in designing support journeys and service processes for new products
• Hands‑on experience or strong understanding of AI in customer support (chat, voice, email automation)

Skills & Knowledge & Competencies

• Strong understanding of customer support processes, ideally in digital services or automotive
• Understanding of data structures and system integrations (CRM, APIs, data flows)
• Strong stakeholder management and communication skills in an international environment
• Analytical mindset with ability to identify improvement opportunities and translate them into actions
• Comfortable using Agile project management tools like Confluence or JIRA
• Independent working style combined with team spirit is required
• Fluent in English (written and spoken)

Benefits

• A pulsating international environment with a workforce composed of people from 37 nations
• Active role in the development of Kia in Europe
• Opportunity to develop new frameworks and solutions
• Demanding challenges that invite creative contribution
• A competitive compensation package, private leasing offer, systematic off‑ and on‑the‑job training, free staff restaurant, and health management support.