Responsibilities
- Conduct structured discovery and audit sessions with clients to assess current operations, including ticketing workflows, SLAs, and key performance metrics (CSAT, FCR, AHT, response times)
- Analyze support workflows, ticket categories, volume patterns, and escalation paths to identify inefficiencies, bottlenecks, and high-impact automation opportunities
- Evaluate clients' existing customer support platforms (Zendesk, Freshdesk, Intercom, etc.) and assess the maturity of their automation and AI feature usage
- Design scalable workflow and automation strategies tailored to each client's support operations, technology stack, and business goals
- Identify and recommend AI-powered solutions such as chatbots, NLP-driven ticket classification, auto-triage systems, and agent assist tools to improve efficiency and customer experience
- Develop AI readiness assessments and roadmaps that outline current-state gaps, target-state vision, and a phased implementation plan
- Translate technical findings and data-driven insights into clear, actionable recommendations and executive-ready deliverables for both technical and non-technical stakeholders
- Stay current on emerging AI technologies, vendor capabilities, and best practices in customer support automation to advise clients on innovation opportunities
Benefits
- Providing services during business hours
- Opportunity to cooperate fully remotely
- Inclusive international environment
- Compensation in USD
- Rewards for referring friends
- Balance between project workload and personal time, but also – internal health policy
- Responsive leadership interested in your growth and long-lasting cooperation
- Greenhouse conditions for self-development
- A culture built on trust, with no time-tracking requirements
Team
Team size: 1300+. Structure: international community
Additional Information
- Compensation in USD
- Providing services during business hours
- Opportunity to cooperate fully remotely
- Fluency in English
- The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.
- You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.
- We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.
- Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.
