Automation 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 current operations, including ticketing workflows, SLAs, and key performance metrics (CSAT, FCR, AHT, response times);

• Assess support workflows, ticket categories, volume trends, and escalation processes to uncover inefficiencies, bottlenecks, and significant automation potentials;

• Review clients' existing customer support platforms (Zendesk, Freshdesk, Intercom, etc.) and determine the maturity of their automation and AI feature utilization;

• Create scalable workflow and automation strategies customized to each client's support operations, technology infrastructure, and business objectives;

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

• Develop AI readiness evaluations and roadmaps that detail 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 audiences;

• Keep abreast of emerging AI technologies, vendor capabilities, and best practices in customer support automation to guide clients on innovation possibilities;

⛳️ Requirements

• Proficiency in English;

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

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

• Practical experience with platforms such as Zendesk, Freshdesk, and Intercom, including their automation and AI functionalities;

• Thorough knowledge of AI applications in customer support (chatbots, NLP, auto-triage, agent assist tools);

• Capability to conduct structured discovery/audit sessions and evaluate support workflows, ticket categories, and volumes;

• Strong analytical abilities to identify automation opportunities and inefficiencies;

• Experience in designing scalable workflows and automation strategies;

• Skill in assessing and prioritizing initiatives based on ROI and business impact;

• Outstanding communication skills to translate findings into clear, actionable recommendations;

🏝️ Benefits

• Providing services during business hours;

• Opportunity to work fully remotely;

• Inclusive international environment;

• Compensation in USD;

• Rewards for referring friends;

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

• Responsive leadership that is invested in your growth and long-term collaboration;

• Supportive conditions for self-development;

• A culture founded on trust, without time-tracking requirements.