AI & Automation Specialist (m/w/d)

About
Chrono24 is the world's leading online marketplace for luxury watches, connecting buyers and sellers from over 80 countries. We're a fast-growing international tech company headquartered in Karlsruhe, Germany, with a passionate team that puts our customers first every single day. Join us and be part of something unique.
As AI & Automation Specialist in the Operations department at Chrono24, you own how AI shows up across our entire support and operations organization. You sit inside the Operations team, work across our Tier 1, 2 and 3 support colleagues and other back-office units such as Fraud Prevention or Transactions — and you are responsible for turning AI from a set of promising tools into measurable operational impact.
You are not building the platforms from scratch; our Tech team owns the integrations and infrastructure. What you own is the roadmap: what we automate, in what order, to what standard, and how we prove it worked. Our customer support chatbot is your first and most visible initiative — but your mandate goes well beyond it. Wherever there's a repetitive workflow, a queue that could be smarter, or a decision AI could support, you're the person who spots it, scopes it, briefs Tech clearly, and drives it into production.
You won't do this alone. You have active backing from our Transformation Program, Operations leadership, and the team leads across every operational unit — they help you surface opportunities, unblock the work, and land change on the floor.
You'll join at a strong moment: the operational foundation is in place and there's a clear runway for the right person to take ownership and push AI across the whole department.
This role is ideal for someone who is operationally grounded, technically curious, and genuinely excited about making AI useful in a real, high-stakes support environment — at portfolio scale, not just on a single bot.
What you can expect
Own the AI roadmap for Operations — identify, prioritize, and sequence automation and AI opportunities across every operational team, from customer support to back office.
Take our customer support chatbot from a working deployment to a best-in class automation engine — conversational flows, prompts, fallback logic, escalation paths, containment and deflection, and the knowledge base that feeds its retrieval layer.
Hunt for the next use case — continuously analyze conversations, tickets, and processes across teams to find where AI can remove effort, cut handling time, or sharpen a decision, and turn those findings into scoped, prioritized initiatives.
Design and run structured experiments — define hypotheses, ship changes, measure impact, and eliminate what doesn't work.
Partner with Tier 1, 2, and 3 support and our back office teams to make sure every AI initiative reflects how Chrono24 actually handles cases.
Translate operational requirements into clear technical briefs for Tech — you're the bridge between what the floor needs and what gets built.
Own the standards — prompt quality, guardrails against hallucination, knowledge governance, and how we evaluate AI outputs before they ever touch a customer.
Define, monitor, and report the KPIs that matter — containment rate, deflection,CSAT, escalation rate, hallucination/error rate, and cost-to-serve — with a clear line to Operations leadership.
Be the go-to subject-matter expert on applied AI for Operations and adjacent teams, and keep our internal documentation sharp.
What sets you apart
3+
years
in
customer
operations
, support,
or
a
closely
adjacent
role
—
you
understand
queues
, SLAs,
escalation
paths
, and
what
good
operations
actually
look
like at
scale
.
Hands-on
experience
deploying
and
improving
AI
or
automation
in a real operational
context
— not just
experimenting
, but
shipping
,
measuring
, and
iterating
.
Demonstrated
prompt
engineering
and
conversational
design
experience
—
you
can
show
what
you
changed
,
how
you
tested
it, and
what
improved
as a
result
.
A portfolio-
owner
mindset
—
you
can
hold
several
initiatives at
once
,
prioritize
ruthlessly
by
impact
, and
say
no
to the low-
value
ones
.
Proven
ability
to
influence
cross-functional
stakeholders
without
direct
authority
—
you
get
support
teams
, Tech, and
leadership
pulling
in the same
direction
through
clarity
and
credibility
, not a
reporting
line
.
Solid
data
analysis
skills
—
comfortable
working
with
conversation
logs and operational
data
,
building
reports
, and
turning
raw
data
into
prioritized
action
.
A
working
understanding
of
how
LLMs
work
,
including
embeddings
/
vectors
, Retrieval-Augmented Generation (RAG), and
common
failure
modes
—
enough
to
lead
a
productive
conversation
with
Tech.
Working
understanding
of APIs, HTTP
requests
and JSON
—
enough
to
w
rite
a
clear
brief
.
Exceptional
written
and verbal
communication
skills
in English
; German
is
a strong plus.
Nice to Have:
Experience in
e-commerce
or
marketplace
environments
.
Exposure
to AI
beyond
chatbots
—
agent
assist
, QA
automation
,
routing
/
triage
,
forecasting
,
or
fraud
/
anomaly
detection
.
Familiarity
with
evaluation
frameworks
or
QA
pipelines
for LLM
outputs
.
Background in QA,
knowledge
management
,
or
process
documentation
.
What we offer
A
central
role
in
one
of Chrono24's
most
strategic
transformation
initiatives
with
real
impact
on
our
customer
service
processes
and
direct
visibility
into
Operations
leadership
.
Real
career
growth
opportunities
within
an international
company
—
we
promote
from
within
.
An international, open-
minded
team
with
colleagues
from
more
than
10 countries.
Close
collaboration
with
Product
, Engineering, and
other
teams
–
you
actively
shape
Chrono24.
Benefit
app
:
our
benefit app gives you full flexibility. Whether for your sports activities, as a childcare subsidy, or as a flexible mobility budget, with a monthly
additional
budget of €80 per
person
you can use these benefits individually and shape them according to your wishes!
Free lunch:
Enjoy a free lunch that gives you energy for the rest of the day. Delicious food that brings the team together, one more reason to look forward to lunch break!
Additional
day
off on December 24 and 31:
Look forward to an extra day off on December 24th and 31st, so you can fully enjoy the holidays.
Working from abroad 20 days/year:
Take the opportunity to work from abroad for up to 20 days a year and discover new cultures.
Diversity@Chrono24: We believe in the power of diversity.
Diversity is our strength.
At Chrono24, we embrace diversity because we believe it enriches not only our corporate culture but also our success. Be yourself – and let’s achieve great things together!