AI Operations Specialist

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Lead the transformation and ongoing enhancement of Support by assessing processes, pinpointing challenges and inefficiencies, and proposing solutions.

• Collect and evaluate feedback from customers, Support teams, leadership, and stakeholders, converting business requirements into enhancements in processes, technology, and AI.

• Analyze ticket trends, customer interactions, support metrics, and recurring problems to uncover opportunities for reducing customer effort and enhancing support.

• Discover avenues to leverage AI, automation, and emerging technologies to enhance Support processes and customer engagements.

• Design, configure, test, deploy, and continuously refine AI tools utilized by both employees and customers.

• Act as a subject matter expert and escalation point for AI-related tools and functionalities.

• Track AI performance, accuracy, adoption rates, customer feedback, and business impact while recommending enhancements.

• Create and maintain prompts, workflows, knowledge bases, test scenarios, documentation, and operational standards.

• Oversee AI and Support improvement projects from initial discovery through testing, implementation, adoption, and evaluation.

• Collaborate with Product and R&D to ensure AI capabilities are supportable and operationally ready prior to launch.

• Develop training materials, troubleshooting guides, knowledge articles, and best practices for Support teams.

• Advocate for responsible AI adoption throughout Customer Operations.

• Establish success metrics for improvement initiatives, including efficiency, adoption, customer satisfaction, ticket reduction, resolution times, and employee experience.

• Assist in defining processes and operational models for a future AI Support/Operations function.

⛳️ Requirements

• Minimum of 3 years of experience in customer support, business analysis, process enhancement, technical support, or a similar role; equivalent education and experience may also be considered.

• Excellent analytical and investigative abilities.

• Experience in evaluating business processes and facilitating improvements from concept to execution.

• Familiarity with or strong working knowledge of generative AI and AI-assisted tools.

• High technical aptitude and ability to swiftly learn new AI platforms, applications, and technologies.

• Strong customer service orientation.

• Capability to work autonomously while effectively collaborating with Support, Product, R&D, and other teams.

• Exceptional written and verbal communication, organizational, and project management skills.

• Dedication to continuous learning, experimentation, documentation, and responsible AI usage.

• A current, valid passport.

• Legally authorized to travel internationally, including passport-based visa exemption or necessary travel visas for entry into Canada, the United States, and the Caribbean.

• Experience in implementing or supporting AI agents, chatbots, copilots, automation, or other AI-driven solutions is an advantage.

• Background in prompt design, AI workflows, knowledge grounding, or testing AI solutions is a plus.

• Experience with analyzing support data, customer feedback, or operational metrics is a differentiator.

• Familiarity with APIs, SQL, integrations, scripting, or other technical concepts is a differentiator.

• Experience with business requirements, user stories, testing, or change management is also a differentiator.

• Previous experience with enterprise software, ERP, CIS, or utility technology is a differentiator.

• Prior experience in the utility industry is a differentiator.

🏝️ Benefits

• 3 weeks of vacation and 5 personal days.

• Comprehensive Medical, Dental, and Vision benefits commencing from your first day of employment.

• Employee stock ownership.

• RRSP/401k matching programs.

• Lifestyle rewards.

• Opportunity for remote work.