Responsibilities
- Determine underlying causes of system issues, operational delays, and customer challenges via platform services and contact center interactions.
- Use AI prompt engineering and workflow automation to build, validate, and deploy virtual agent flows and automated business operations.
- Collect qualitative and quantitative data from internal tools, customer service platforms, and third-party integrations to support cost and business impact assessments.
- Track performance and stability of key systems across verification, servicing, virtual agents, and customer support functions.
- Partner with operations, product, and customer experience teams to identify, prioritize, and resolve cross-domain issues, translating them into actionable product requirements and process enhancements.
- Manage incident response and escalation procedures for internal platforms and automated customer-facing solutions.
- Engage directly with customer-facing teams to share insights on process improvements, AI performance feedback, and incident resolution protocols.
Benefits
- Competitive compensation and stock options
- Full coverage of medical, dental, and vision insurance
- Flexible paid time off policy
- Access to professional development and growth opportunities
- Paid leave for new parents
- Wellness and health support programs
Compensation
Competitive salary and stock option plan
Work Arrangement
Hybrid — Phoenix
Team
Cross-functional collaboration with operations, product, and customer experience teams
Other
- Work takes place indoors in a dynamic setting requiring multitasking and adherence to schedules and service standards.
- Employees must accurately input, retrieve, and exchange data using digital systems to support operations and customer service.
- The role involves regular communication with customers, colleagues, managers, and cross-functional partners using various channels, including meetings, email, phone, and digital tools, with some real-time or in-person interaction.
- Handling high volumes of customer communications and tasks via telecom and computer systems is part of the role, requiring sustained screen viewing and extended periods in a seated position.
- Work may occur in a contact center, office, or remote setting based on business needs, with onsite locations featuring shared spaces, standard lighting, and moderate noise levels.
- Remote employees must maintain a secure, productive workspace with stable internet access that protects company and customer data.
- Reasonable accommodations are available for qualified individuals with disabilities in compliance with ADA and local laws.
- Proficiency in English is required for all roles due to global team interactions.
