CX Operations Consultant, Fluent English

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

📋 Description

• Assess clients' current customer support systems and evaluate the extent of their automation and AI feature utilization.

• Create AI readiness evaluations and strategic roadmaps that highlight existing gaps, a vision for the target state, and phased implementation strategies.

• Suggest and endorse AI-driven solutions such as chatbots, NLP-based ticket classification, automatic triage systems, and tools to assist agents.

• Facilitate organized discovery and audit sessions that focus on ticketing workflows, service level agreements (SLAs), and performance metrics.

• Craft scalable workflow and automation strategies customized to align with clients' operational needs, technology frameworks, and business objectives.

• Convert technical insights and data-driven findings into practical recommendations and materials suitable for executive presentation.

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

• Keep abreast of developments in AI technologies, vendor capabilities, and best practices in customer support automation.

⛳️ Requirements

• Proficiency in English.

• A minimum of 1 year of professional experience in designing AI-driven customer support automation and workflow enhancement strategies.

• In-depth knowledge of customer support operations, including ticketing processes, SLAs, and key performance indicators such as CSAT, FCR, and AHT.

• Practical experience with platforms like Zendesk, Freshdesk, and Intercom, particularly their automation and AI functionalities.

• Comprehensive understanding of AI applications in customer support, including chatbots, NLP, auto-triage, and agent assist technologies.

• Strong analytical abilities to identify opportunities for automation and areas of inefficiency.

• Experience in designing scalable workflows and automation plans.

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

• Experience leading structured discovery and audit sessions is a plus.

• Familiarity with ROI and prioritization of business impact is beneficial.

• Experience in translating findings into actionable recommendations is a plus.

• A CV must be submitted in English.

🏝️ Benefits

• Services provided during business hours.

• Opportunity for fully remote collaboration.

• Inclusive international working environment.

• Compensation offered in USD.

• Incentives for referring friends.

• Balance between project responsibilities and personal time.

• Internal health policy.

• Leadership that is responsive and invested in your professional development and long-term collaboration.

• Supportive environment for self-improvement.

• A culture founded on trust, with no time-tracking requirements.