CX Operations Specialist
Job Summary
Owning the systems and automation for the Customer Experience operations, the full-time remote CX Operations & AI Enablement Specialist will manage AI triage, routing, and Zendesk administration while continuously improving automation and integrations.
Key responsibilities
- Own and evolve the AI triage system for classifying and routing inbound tickets, including building and tuning AI specialist agents
- Resolve live issues in Zendesk, ensuring reliability and debugging production problems as they arise
- Build and maintain integrations between Zendesk and internal systems, while tracking performance metrics and reporting
Required qualifications
- Hands-on experience with Zendesk administration, including triggers, automations, and APIs
- Experience in building AI-driven automation in a customer support context
- Working knowledge of customer service workflows and issues
- Scripting skills in TypeScript or JavaScript, with familiarity in REST APIs and webhooks
- Ability to operate independently in a dynamic environment with shifting priorities
Complete Job Description
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