Support Experience & Automation Specialist

We are looking for a systems-minded professional to bridge the gap between technical support and automation engineering, using AI and CRM automation to ensure customers find answers before reaching out to a human.

Requirements

• Prototyping and Experimentation: Design and pilot experimental AI workflows to proactively address customer friction points before they appear in data
• Salesforce Operations: Identify and implement workflow improvements within Salesforce to make internal processes faster and more automated
• Root-Cause Escalations: Handle high-level technical escalations to update AI and Knowledge Base so the issue never happens again
• Technical Enablement: Create automated training modules and QA frameworks to ensure offshore partners are performing at a high technical standard
• Peak Period Support: Act as a core technical support agent, handling complex cases and critical system issues during peak periods
• Knowledge Management: Develop a cross-platform content strategy to optimize the Knowledge Base for 'Search-First' and 'AI-First' discovery

Benefits

• Flexible, remote first work environment
• Competitive health benefits
• Professional learning and development for all role levels
• Generous PTO policy
• Passionate customers that believe in the company
• Chance to work with new tech like generative AI

Originally posted on Himalayas