We are looking for a systems-minded professional to bridge the gap between technical support and automation engineering, using AI and CRM automation to ensure customers find answers before reaching out to a human.
Requirements
- Prototyping and Experimentation: Design and pilot experimental AI workflows to proactively address customer friction points before they appear in data
- Salesforce Operations: Identify and implement workflow improvements within Salesforce to make internal processes faster and more automated
- Root-Cause Escalations: Handle high-level technical escalations to update AI and Knowledge Base so the issue never happens again
- Technical Enablement: Create automated training modules and QA frameworks to ensure offshore partners are performing at a high technical standard
- Peak Period Support: Act as a core technical support agent, handling complex cases and critical system issues during peak periods
- Knowledge Management: Develop a cross-platform content strategy to optimize the Knowledge Base for 'Search-First' and 'AI-First' discovery
Benefits
- Flexible, remote first work environment
- Competitive health benefits
- Professional learning and development for all role levels
- Generous PTO policy
- Passionate customers that believe in the company
- Chance to work with new tech like generative AI
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