AI Operations Specialist – Customer Support

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

📋 Description

• Design user-friendly self-service conversation pathways and resolution flows across messaging platforms and web support.

• Establish and uphold agent personas, tone of voice, empathy guidelines, and dialogue that aligns with the brand.

• Develop conversational logic for ambiguous intents, edge cases, and effective failure management.

• Create, enhance, and manage system prompts, few-shot examples, and dynamic context parameters.

• Collaborate with knowledge bases and RAG frameworks to ensure AI responses are grounded in verified documentation.

• Set up boundary rules, safety filters, and anti-hallucination safeguards.

• Construct and execute synthetic test suites, benchmark datasets, and regression assessments.

• Analyze conversation logs, agent transitions, and customer drop-offs to detect failure trends.

• Lead A/B testing on prompt variations, conversational hooks, and journey branches using CSAT, FCR, and containment metrics.

• Work alongside Support Engineering and IT to integrate conversational AI agents with ticketing systems, CRM platforms, and internal APIs.

• Collaborate with support managers and product teams to convert product updates and user challenges into automated workflows.

⛳️ Requirements

• Proven experience in structuring multi-turn dialogue trees, conversational UI flows, and customized bot personas in an enterprise or SaaS environment.

• Strong expertise in prompt engineering techniques, LLM behavior, context windows, and methods to reduce hallucination while enhancing resolution accuracy.

• Demonstrated success in utilizing empirical data, conversation analytics, and structured evaluation rubrics to continuously assess and improve AI performance.

• In-depth knowledge of support operational metrics (CSAT, deflection/containment rates, Average Handle Time, escalation quality).

• Practical experience with conversational AI platforms (e.g., Sinch Chatlayer, Google Dialogflow, Cognigy) or modern generative AI agent development tools.

• Familiarity with customer service ticketing systems (Zendesk, Jira Service Desk) and knowledge base management.

• Basic understanding of APIs, webhooks, and JSON data structures.

• Experience in CPaaS, telecommunications, cloud software, or high-volume customer service operations.

• Practical experience assessing RAG architectures and embedding-based search retrieval systems.

• Basic scripting skills (Python, JavaScript) for generating synthetic evaluation datasets or testing API endpoints.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional growth and development.

• Flexible work environment with remote work options.

• Collaborative and inclusive company culture.