CX Solutions Consultant, Fluent English

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

📋 Description

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

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

• Suggest and identify AI-enhanced solutions, including chatbots, NLP-based ticket classification, auto-triage systems, and tools for agent assistance.

• Perform structured discovery and audit sessions to evaluate ticketing workflows, SLAs, and performance metrics, including CSAT, FCR, AHT, and response times.

• Develop scalable workflow and automation strategies customized to align with clients' support operations, technology infrastructures, and business objectives.

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

• Examine support workflows, ticket types, volume trends, and escalation routes to pinpoint inefficiencies and automation prospects.

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

⛳️ Requirements

• Proficiency in English.

• Over 1 year of professional experience in designing AI-driven customer support automation and optimizing workflows.

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

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

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

• Strong analytical abilities to identify automation opportunities and inefficiencies.

• Experience in designing scalable workflows and automation strategies.

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

• Experience in conducting structured discovery/audit sessions is an advantage.

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

• Ability to translate findings into clear, actionable recommendations is advantageous.

• CV must be submitted in English.

🏝️ Benefits

• Services provided during business hours.

• Opportunity for full remote cooperation.

• Inclusive international work environment.

• Compensation provided in USD.

• Rewards program for referring friends.

• Balance between project workload and personal time.

• Internal health policy in place.

• Responsive leadership that values your growth and fosters long-term cooperation.

• Supportive environment for self-development.

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

• Potential benefits and terms defined in the engagement agreement; eligibility may vary for independent contractors.