team.blue is an ecosystem of 60+ successful PaaS and SaaS brands working together across 22 European countries to provide its 3.5 million SMB customers with everything they need to succeed online by offering best-in-class expertise and services.
team.blue's brands are a mix of traditional hosting businesses that offer services from domain names, email, shared hosting, e-commerce, and server hosting solutions and, as specialist SaaS providers, adjacent products such as compliance, marketing tools, and team collaboration products. This broad product offering makes it a one-stop partner for online businesses and entrepreneurs across Europe.
Position
We are looking for a Business/Technical Analyst, Digital Channels to define the requirements and customer journeys for AI-powered email and chat customer care across brands. You will translate customer and business needs into clear channel requirements, conversation flows and processes that ensure digital interactions are accurate, efficient and on-brand.
Responsibilities
Channel Requirements & Analysis
- Gather and analyse business, customer and operational requirements for AI-powered email and chat channels across brands
- Analyse existing customer journeys, processes and channel interactions to identify gaps, inefficiencies and opportunities for improvement
- Map and define customer journeys, conversation flows and channel processes for AI-powered customer care
- Define routing, handoff and escalation logic together with AI and technical specialists, ensuring a smooth transition between AI and human agents
- Identify where interactions should be automated, supported by AI or handed over to a human agent
- Translate business and customer needs into clear requirements, process flows and specifications for the digital channels
- Work with brands and stakeholders to understand local requirements while identifying opportunities to standardise and scale solutions across markets
Delivery, Testing & Launch
- Trans
📌 Business/Technical Analyst (Firenze)
🏢 team.blue Global
📍 Firenze
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