CX Operations Consultant, Fluent English

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

📋 Description

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

• Create AI readiness evaluations and strategic roadmaps that address current gaps, envisioned future states, and step-by-step implementation plans.

• Identify and suggest AI-driven solutions including chatbots, NLP-based ticket classification, auto-triage systems, and tools to assist agents.

• Perform structured client discovery and auditing sessions that examine ticketing workflows, SLAs, and KPIs such as CSAT, FCR, AHT, and response times.

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

• Convert technical insights and data-derived findings into actionable recommendations and deliverables suitable for executives.

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

• Keep abreast of the latest 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-based customer support automation and optimizing workflows.

• Deep understanding of customer support operations, including ticketing workflows, SLAs, and KPIs such as CSAT, FCR, and AHT.

• Practical experience with Zendesk, Freshdesk, and Intercom, focusing on automation and AI functionalities.

• Comprehensive knowledge of customer support AI applications, including chatbots, NLP, auto-triage, and tools for agent assistance.

• Strong analytical capabilities to identify automation possibilities and inefficiencies.

• Experience in crafting scalable workflows and automation strategies.

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

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

• Knowledge of how to evaluate and prioritize initiatives based on return on investment and business impact is advantageous.

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

• CV must be submitted in English.

🏝️ Benefits

• Services provided during business hours.

• Opportunity for full remote collaboration.

• Inclusive international work environment.

• Compensation in USD.

• Rewards program for referring friends.

• Balance between project workload and personal time.

• Internal health policy.

• Supportive leadership committed to your development and long-term collaboration.

• Environment conducive to self-development.

• Culture founded on trust, without time-tracking requirements.

• Benefits and conditions outlined in the engagement agreement; eligibility may differ for independent contractors.