Operations Specialist

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

📋 Description

• Take ownership of the performance metrics for AI support agents.

• Set up, evaluate, and consistently enhance deflection flows and automated replies across chat, email, and voice channels.

• Manage and refine the content and response library utilized by AI and human agents.

• Oversee the configuration of CRM and support tools, which includes intents, workflows, tags, SLA rules, and reporting views.

• Handle user provisioning and deprovisioning within customer operations tools.

• Conduct quality assurance on AI outputs for both customers and agents, addressing discrepancies through content or configuration adjustments.

• Monitor deflection rates, resolution statistics, escalation reasons, and contact volume by intent, recommending improvements to leadership.

• Explore and evaluate new AI and support tools, conduct pilot programs, and suggest adoption strategies.

• Manage documentation and training resources for policy updates, product launches, and cross-sell modifications.

• Document customer operations processes for automation, measurement, and transition to internal teams and BPO partners.

• Supervise the daily operations of BPO Back Office agents, including queue management, quality benchmarks, spot checks, and issue escalation.

• Enhance procedures for customer communication, booking changes, transaction inquiries and errors, and cruise line escalations.

• Collaborate with customer service, operations, supply chain, product, and engineering teams to address customer operations challenges.

• Provide feedback on product bugs, feature limitations, and innovative ideas.

• Investigate discrepancies in bookings, errors, and operational issues, identify trends, and advocate for systemic solutions.

• Analyze customer requirements, pinpoint issues, and propose actionable solutions.

⛳️ Requirements

• 1-3 years of experience in customer support, operations, or a systems and tooling position, or equivalent hands-on experience.

• An early adopter who experiments with new tools, has insights about their usage, and is attentive to the future of AI in customer support.

• Practical experience in writing and refining prompts.

• Knowledge of how wording, structure, examples, and context affect AI output.

• Ability to test prompt adjustments and interpret the results.

• Familiarity with workflows, rules, tags, and intents.

• Inquisitive, proactive, self-motivated, and capable of working independently without needing direction.

• Ability to balance detail orientation with a minimum viable product mindset and a proactive approach.

• Preferred: administrative experience with a modern CRM or support platform (such as Kustomer, Intercom, Zendesk, Salesforce, or similar).

• Preferred: comfort with business intelligence tools.

🏝️ Benefits

• Employee stock option grant.

• $1,000 annual cruise credit to utilize on Cruisebound.com.

• Additional employee discounts.

• Comprehensive health insurance (medical, dental, vision, long-term disability, etc.).

• Generous personal paid time off (PTO) starting with 20 days in the first year, plus an additional 2 days per year of service (up to a total of 30 days).

• 4 company-wide holidays (the first Friday of each quarter).

• 12 observed public holidays.

• $100 monthly communication allowance intended for cell phone and Wi-Fi expenses.