CX Operations Consultant, Fluent English

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

📋 Description

• Assess client customer support systems, including Zendesk, Freshdesk, and Intercom, while evaluating the maturity of automation and AI features.

• Create AI readiness evaluations and strategic roadmaps that address current gaps, envision target states, and outline phased implementation strategies.

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

• Facilitate structured discovery and audit sessions with clients, focusing on ticketing workflows, service level agreements (SLAs), and support performance metrics.

• Develop scalable workflow and automation strategies customized to align with client operations, technological frameworks, and business objectives.

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

• Examine support workflows, ticket categories, volume trends, and escalation routes to uncover 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-focused customer support automation and workflow enhancement strategies.

• Comprehensive understanding of customer support operations, including ticketing processes, SLAs, customer satisfaction (CSAT), first contact resolution (FCR), and average handle time (AHT).

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

• Familiarity with AI applications in customer support, including chatbots, natural language processing (NLP), auto-triage, and agent assistance tools.

• Strong analytical capabilities for detecting automation prospects and inefficiencies.

• Experience in designing scalable workflows and automation strategies.

• Basic technical knowledge of integrations, APIs, and support system architecture is beneficial.

• Prior experience in conducting structured discovery or audit sessions is a plus.

• Awareness of ROI and prioritization based on business impact is advantageous.

• Experience in converting findings into actionable recommendations is beneficial.

• CV must be submitted in English.

🏝️ Benefits

• Services provided during business hours.

• Opportunity for complete remote collaboration.

• Inclusive international work environment.

• Compensation offered in USD.

• Rewards available for referring friends.

• Balance between project demands and personal time.

• Internal health policy in place.

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

• Supportive environment for self-development.

• Culture founded on trust, with no time-tracking required.

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