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 proposing effective solutions.

• Collect and evaluate input from customers, Support teams, leadership, and stakeholders.

• Analyze ticket trends, customer interactions, support metrics, and recurring issues.

• Discover opportunities to leverage AI, automation, and cutting-edge technologies to enhance Support processes.

• Design, configure, test, deploy, and continually refine AI tools for both employees and customers.

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

• Oversee AI performance, accuracy, adoption rates, customer feedback, and business impact.

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

• Manage AI and Support improvement projects from initial discovery through implementation, adoption, and assessment.

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

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

• Advocate for responsible AI utilization across Customer Operations.

• Set success metrics, including efficiency, adoption rates, customer satisfaction, ticket reduction, resolution time, and employee experience.

• Assist in defining the processes and operational model for a prospective AI Support/Operations function.

⛳️ Requirements

• Over 3 years of experience in customer support, business analysis, process improvement, technical support, or a related field; equivalent education and experience will also be considered.

• Strong analytical and investigative abilities to identify issues, comprehend customer needs, and suggest practical solutions.

• Proven experience in evaluating business processes and facilitating improvements from conception to execution.

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

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

• A strong customer-service orientation focused on enhancing both customer and employee experiences.

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

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

• A dedication to continuous learning, experimentation, documentation, and the responsible application of AI.

• A valid passport that is current.

• Legally authorized to travel internationally, including passport-based visa exemptions 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 advantageous.

• Experience with prompt design, AI workflows, knowledge grounding, or testing AI solutions is beneficial.

• Proficiency in analyzing support data, customer feedback, or operational metrics is a plus.

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

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

• Previous experience in enterprise software, ERP, CIS, utility technology, or the utility industry is a plus.

🏝️ Benefits

• 3 weeks of vacation and 5 personal days.

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

• Employee stock ownership.

• RRSP/401k matching programs.

• Lifestyle rewards.

• Remote work options available.