AI Integration Specialist, Fluent English

This is a fully remote position, open to applicants in Lithuania.

📋 Description

• Facilitate organized discovery and audit sessions with clients to evaluate their current operations, including ticketing workflows, SLAs, and key performance indicators (CSAT, FCR, AHT, response times);

• Examine support workflows, ticket categories, volume trends, and escalation routes to pinpoint inefficiencies, bottlenecks, and significant automation prospects;

• Assess clients' current customer support platforms (Zendesk, Freshdesk, Intercom, etc.) and evaluate the maturity of their automation and AI feature utilization;

• Create scalable workflow and automation strategies customized to each client's support operations, technology infrastructure, and business objectives;

• Identify and propose AI-driven solutions such as chatbots, NLP-based ticket classification, auto-triage systems, and agent support tools to enhance efficiency and customer satisfaction;

• Develop AI readiness evaluations and roadmaps that detail current-state deficiencies, desired future state, and a phased implementation strategy;

• Convert technical findings and data-driven insights into clear, actionable recommendations and executive-level deliverables suitable for both technical and non-technical stakeholders;

• Remain updated on emerging AI technologies, vendor capabilities, and best practices in customer support automation to guide clients on innovation opportunities.

⛳️ Requirements

• Proficiency in English;

• Comprehensive understanding of customer support operations (ticketing workflows, SLAs, KPIs such as CSAT, FCR, AHT);

• Practical experience with platforms like Zendesk, Freshdesk, and Intercom, including their automation and AI functionalities;

• Strong knowledge of AI applications in customer support (chatbots, NLP, auto-triage, agent assist tools);

• Capability to conduct structured discovery/audit sessions and assess support workflows, ticket categories, and volumes;

• Excellent analytical skills to uncover automation opportunities and inefficiencies;

• Experience in designing scalable workflows and automation strategies;

• Ability to evaluate and prioritize initiatives based on ROI and business impact;

• Outstanding communication skills to convey findings into clear, actionable recommendations.

🏝️ Benefits

• Services provided during business hours;

• Opportunity for full remote collaboration;

• Inclusive international workplace;

• Compensation in USD;

• Incentives for referring friends;

• Balance between project workload and personal time, along with an internal health policy;

• Supportive leadership committed to your development and long-term collaboration;

• Nurturing environment for self-improvement;

• A culture founded on trust, free from time-tracking requirements.