CX Solutions Consultant – Fluent English

This is a fully remote position, open to applicants in Argentina, +3 more states.

📋 Description

• Assess clients' customer support platforms and evaluate the maturity of automation and AI features.

• Create AI readiness evaluations and phased implementation plans.

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

• Conduct discovery and audit sessions focusing on ticketing workflows, SLAs, and support KPIs.

• Design scalable workflow and automation strategies customized for client operations, technology stacks, and business objectives.

• Convert technical findings and data-driven insights into actionable recommendations and executive-ready deliverables.

• Analyze support workflows, ticket categories, volume trends, and escalation paths to uncover inefficiencies and automation potentials.

• Keep up to date with emerging AI technologies, vendor capabilities, and best practices in customer support automation.

• Collaborate with both technical and non-technical stakeholders to deliver scalable, impactful solutions.

⛳️ Requirements

• Proficiency in English.

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

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

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

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

• Excellent analytical skills for identifying automation opportunities and inefficiencies.

• Experience in designing scalable workflows and automation strategies.

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

• Experience in conducting structured discovery/audit sessions is a plus.

• Understanding of ROI and business-impact prioritization is a plus.

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

• CV must be submitted in English.

🏝️ Benefits

• Services provided during business hours.

• Opportunity to work fully remotely.

• Inclusive international work environment.

• Compensation in USD.

• Rewards for referring friends.

• Balance between project workload and personal time.

• Internal health policy.

• Responsive leadership focused on your growth and long-term collaboration.

• Supportive environment for self-development.

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

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