Norse Atlantic Airways is a low-fare, long-haul airline headquartered in Norway, transforming intercontinental travel with affordability and convenience. We connect bucket-list destinations in the United States, including New York City, Los Angeles, Miami, Las Vegas, and Orlando to key cities across Europe. We also connect travelers to remarkable locations like Cape Town and Bangkok.

Founded in 2021, we are an ambitious, and fast-growing company in the aviation industry, driven by a commitment to innovation and excellence.

Are you passionate about customer experience, and how to create friction free digital customer journeys, and at the same time elevate smart ways of working?
Do you naturally think about how to reduce manual effort, save clicks, and anticipate customer needs before they arise?

As a Customer Service AI Manager, you will sit at the intersection of Customer Experience, Operations, and Technology. Your mission is to continuously improve how our customer service operates - by designing smarter workflows, supporting digital and AI-driven journeys, and ensuring our tools and processes deliver both efficiency for the team and excellent experiences for customers.

This is a hands-on operational and analytical role for someone who enjoys structure, systems, and turning complexity into simple, scalable solutions.

This is a full-time, office-based role in Riga, Latvia.

Your responsibilities will include:

Customer Service Operations & Digital Journeys:

• Own and continuously improve digital customer experience journeys, with a strong focus on automation and operational efficiency;

• Identify opportunities to reduce manual work, repetitive tasks, and unnecessary customer contacts;

• Anticipate customer needs “two steps ahead” and translate them into smarter workflows and solutions;

• Support the evolution of AI-driven and digital customer service capabilities.

Workflow Design & System Configuration:

• Design, test, and refine customer service workflows across channels;

• Configure and maintain logic, rules, and workflows within CX and AI tools;

• Review customer interactions to identify gaps, inefficiencies, or automation opportunities;

• Maintain and improve structured knowledge sources (FAQs, internal documentation, AI knowledge bases);

• Collaborate with Product, Engineering, IT, and external vendors when deeper system support or integrations are needed.

Performance Monitoring & Continuous Improvement:

• Monitor quality, accuracy, escalations, and system performance;

• Track and analyze KPIs such as resolution rate, containment rate, handling time, and customer satisfaction;

• Run audits and root-cause analysis to understand where journeys or workflows break;

• Structure, prioritize, and manage development requests from internal stakeholders;

• Support CX teams by ensuring tools, processes, and guidance enable them to perform at their best.

Project & Change Support:

• Support and coordinate implementation of new features, functionality, and use cases;

• Translate business needs into clear operational or system requirements;

• Drive small to mid-size improvement projects end-to-end.

What we’re looking for:

We’re looking for someone who enjoys systematic thinking, is comfortable working with digital tools, and has a strong understanding of how customer experience, operations, and technology come together.

You’ll thrive in this role if you:

• Have 2–3 years of experience working with omnichannel customer journeys, CX operations, product operations, or similar roles.

• Are technically curious and comfortable working with CX platforms, AI tools, or digital workflows (without being a developer).

• Understand concepts such as:

  • Workflow logic and configuration

  • Prompting and prompt evaluation

  • AI behavior, limitations, and failure patterns

  • Knowledge bases and retrieval-based content

• Naturally think in terms of process optimization, automation, and efficiency;

• Are structured, analytical, and comfortable prioritizing competing requests;

• Enjoy working cross-functionally with CX, Product, Engineering, and Operations;

• Are self-driven and confident taking ownership of improvement initiatives;

• Communicate clearly and confidently in English, both written and spoken, required as it is the primary language used for communication within the international teams.

Required experience & education:

• Hands-on experience configuring, monitoring, or improving AI-driven customer service solutions;

• Bachelor’s degree in Business, Technology, Data, UX, Engineering, or a related field or equivalent hands-on experience in CX operations, digital products, or system-heavy roles.

We offer:

• The sky is the limit growth opportunity in dynamic aviation industry;

• Monthly salary ranging from 2000.00 - 2800.00 EUR (Gross), based on candidate experience;

• Explore the world with exclusive travel privileges to all Norse destinations, plus discounted tickets with our partner airlines;

• Premium health insurance provided after the probation period;

• Gym and wellness benefit, with co-payment for sports activities after the probation period;

• Modern office in the city center - Novira plaza;

• Inclusive and diverse work culture, we bring together talent from over 40 nationalities.
  

We believe that culture will be our competitive advantage.

Team Norse has identified three core values that we all should live and breathe. They are:

• Be inclusive

• Take ownership

• Show kindness.