AI Integration Specialist, Fluent English

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

📋 Description

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

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

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

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

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

• Develop assessments of AI readiness and roadmaps that delineate existing gaps, desired future states, and a phased implementation strategy;

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

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

⛳️ Requirements

• Proficient in English;

• Strong grasp of customer support operations (ticketing workflows, SLAs, key performance indicators such as CSAT, FCR, AHT);

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

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

• Capability to conduct structured discovery/audit sessions and analyze support workflows, ticket categories, and volume patterns;

• Strong analytical skills to identify automation possibilities and operational inefficiencies;

• Experience in designing scalable workflows and automation strategies;

• Ability to evaluate and prioritize initiatives based on return on investment (ROI) and business impact;

• Exceptional communication skills to translate findings into clear, actionable recommendations.

🏝️ Benefits

• Services provided during business hours;

• Full remote cooperation opportunity;

• Inclusive international work environment;

• Compensation in USD;

• Rewards for referring friends;

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

• Responsive leadership committed to your growth and long-term collaboration;

• Opportunities for self-development in a nurturing environment;

• A culture based on trust, without time-tracking requirements.