- Remote, United States
- Remote
- Full-time · Associate
- 4+ years
A multi-faceted role combining hands-on customer support with operational thinking and continuous improvement of the systems that power customer experience at scale, focusing on AI-powered support.
Responsibilities
- Build and iterate on AI CX systems
- Review AI agent performance and real customer interactions to ensure automation handles more cases efficiently while maintaining high quality and customer satisfaction
- Identify patterns across conversations and use them to improve agents, workflows, and self-serve experiences
- Build, refine, and actively manage AI-driven support logic
- Proactively expand automation into new areas to reduce manual work and increase system coverage
Requirements
- Nice to have: SQL