Job Description

Join the movement and find new inspiration.

We have an exciting opportunity as:

Senior Specialist Customer Support Solutions (all genders welcome)



at the Kia Connect GmbH in Frankfurt am Main, Germany.

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

Your talents:

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)

Who are we?

Kia Connect was founded in 2019 as a fully owned subsidiary of Kia Europe and is therefore part of the fifth-largest automotive group in the world.

Kia is a global mobility brand with a vision to create sustainable mobility solutions for consumers, communities, and societies around the world. Founded in 1944, Kia has been building motorcycles, cars and trucks for more than 75 years.

Kia is now spearheading the popularization of electrified and battery electric vehicles, developing a growing range of mobility services while encouraging millions of people to explore the best ways of getting around. Our brand slogan – ‘Movement that inspires’ – reflects our commitment to inspire consumers through our products and services.

Our European headquarter that we closely cooperate with, Kia Europe, is the European sales and manufacturing arm of Kia Corporation. From our headquarters in Frankfurt, Germany, we lead 39 markets across Europe and the Caucasus, employing more than 5,500 persons, including about 3,500 blue collar workers in our state of the art car plant in Žili na, Slovakia.

Our headquarter is home to 37 different nationalities and this diversity is truly inspiring! This means that every day at Kia is an opportunity to learn something new and to grow personally and professionally. The mix of ambitious and dynamic employees from all over the world is the fuel to our success. Do you have what it takes to join our team? We are looking forward to getting to know you!

You will enjoy working with us if you like these things:

• A pulsating international environment. Our workforce is composed of people from 37 nations

• Playing an active and important part in the development of Kia in Europe.

• Developing new frameworks and solutions

• Demanding challenges to which you can creatively contribute

• A competitive compensation package; private leasing offer; systematic off and on-the-job training, free staff restaurant, support as concerns Health Management and more

If you’re interested to become part of our Kia team, please apply via our online portal. We are looking forward to getting to know you.