AI Solutions Specialist, Fluent English

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

📋 Description

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

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

• Assess 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, technological framework, and business objectives;

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

• Develop AI readiness evaluations and roadmaps that delineate current-state deficiencies, target-state vision, and a phased implementation strategy;

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

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

⛳️ Requirements

• Proficiency in English;

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

• Comprehensive understanding 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;

• Strong 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 volume data;

• Excellent analytical skills 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;

• Outstanding communication skills to convey findings into clear, actionable recommendations.

🏝️ Benefits

• Comprehensive health insurance coverage;

• Opportunities for professional development and continuous learning;

• Flexible work hours and remote work options;

• Collaborative and innovative work environment;

• Competitive salary and performance-based bonuses.