AI Integration Specialist, fluent English

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

📋 Description

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

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

• Review clients' existing 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 assist tools to enhance efficiency and customer satisfaction;

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

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

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

⛳️ Requirements

• Proficiency in English

• In-depth understanding of customer support operations (ticketing workflows, SLAs, KPIs such as CSAT, FCR, AHT)

• Practical experience with platforms such as Zendesk, Freshdesk, and Intercom, including their automation and AI functionalities

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

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

• Strong analytical abilities to uncover automation opportunities and inefficiencies

• Experience in designing scalable workflows and automation strategies

• Ability to assess and prioritize initiatives based on ROI and business impact

• Exceptional communication skills to articulate findings into clear, actionable recommendations

🏝️ Benefits

• Offering services during business hours

• Opportunity to work fully remotely

• Diverse international environment

• Compensation in USD

• Rewards for referring friends

• Balance between project workload and personal time, alongside an internal health policy

• Supportive leadership focused on your growth and long-term collaboration

• Opportunities for self-development

• A culture built on trust, without time-tracking requirements