AI Solutions Specialist, Fluent English

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

📋 Description

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

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

• Assess clients' current customer support platforms (e.g., Zendesk, Freshdesk, Intercom) 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 stack, and business objectives;

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

• Develop AI readiness assessments and roadmaps that delineate current-state gaps, target-state vision, 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 stakeholders;

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

⛳️ Requirements

• Proficiency in English

• Over 1 year of professional experience in developing AI-driven customer support automation and workflow optimization strategies

• Strong comprehension of customer support operations (ticketing workflows, SLAs, KPIs such as CSAT, FCR, AHT)

• Practical experience with platforms like 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 analyze support workflows, ticket categories, and volumes

• Strong analytical abilities to detect automation opportunities and inefficiencies

• Experience in designing scalable workflows and automation strategies

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

• Excellent communication skills to convey findings into clear, actionable recommendations

🏝️ Benefits

• Services provided during business hours

• Opportunity for full remote collaboration

• Inclusive international work environment

• Compensation in USD

• Rewards for referring friends

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

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

• Optimal conditions for self-development

• A culture built on trust, with no requirements for time tracking