CX Operations Consultant, Fluent English

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

📋 Description

• Assess clients' current customer support platforms, including Zendesk, Freshdesk, and Intercom, and evaluate the maturity of automation and AI features.

• Create AI readiness assessments along with phased implementation roadmaps.

• Identify and suggest AI-driven solutions such as chatbots, NLP-based ticket classification, auto-triage systems, and agent assist tools.

• Perform structured client discovery and audit sessions focusing on ticketing workflows, SLAs, and support KPIs.

• Develop scalable workflow and automation strategies customized to clients' operations, technology stacks, and business objectives.

• Convert technical findings and data-driven insights into actionable recommendations and deliverables suitable for executive presentations.

• Examine support workflows, ticket categories, volume trends, and escalation processes to pinpoint inefficiencies and opportunities for automation.

• Stay updated on emerging AI technologies, vendor capabilities, and best practices in customer support automation.

⛳️ Requirements

• Proficiency in English.

• Over 1 year of professional experience in designing AI-enhanced customer support automation and workflow optimization strategies.

• Solid understanding of customer support operations, including ticketing workflows, SLAs, and KPIs like CSAT, FCR, and AHT.

• Practical experience with Zendesk, Freshdesk, and Intercom, particularly their automation and AI features.

• Comprehensive knowledge of AI applications in customer support, such as chatbots, NLP, auto-triage, and agent assist tools.

• Strong analytical skills to identify opportunities for automation and inefficiencies.

• Proven experience in designing scalable workflows and automation strategies.

• A basic technical understanding of integrations, APIs, and support system architecture is a plus.

• Experience conducting structured discovery or audit sessions is a plus.

• Knowledge of ROI and prioritization based on business impact is beneficial.

• Experience in translating findings into actionable recommendations is advantageous.

• CV must be submitted in English.

🏝️ Benefits

• Services provided during business hours.

• Full remote working opportunity.

• Inclusive international work environment.

• Compensation offered in USD.

• Rewards for referring friends.

• Balance maintained between project workload and personal time.

• Internal health policy in place.

• Responsive leadership committed to your growth and long-term collaboration.

• Environment conducive to self-development.

• Culture grounded in trust, without time-tracking requirements.

• Specific benefits and conditions outlined in the engagement agreement; eligibility may vary for independent contractors.