Customer Service Project Manager (Digital Solutions) Jobs

Cherry Ventures

Location:
Portugal, Lisbon

Category:
Customer Service

Contract Type:
Not provided

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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Customer Service Project Manager (Digital Solutions)