Customer Support Solutions Lead

📋 Description

• Implement, configure, and continuously optimize AI-powered customer support solutions.
• Work hands-on with AI servicing platforms such as Decagon, Intercom Fin, Sierra, Forethought, or
• Build and tune AI experiences, including intents, workflows, knowledge sources, escalation paths
• Design experiments, measure resolution and deflection performance, identify failure modes, and
• Evaluate emerging technologies and rapidly prototype new capabilities to determine where they can
• Apply strong judgment about where automation should—and should not—be used, particularly in

🎯 Requirements

• Demonstrated hands-on experience implementing and optimizing AI-powered customer support solutions.
• Deep hands-on Zendesk administration experience, including triggers, routing, business rules
• Experience with one or more AI customer servicing platforms such as Decagon, Intercom Fin, Sierra
• Demonstrated success designing and implementing operational workflows and process improvements.
• Experience building automations and configuring or integrating business systems.
• Strong understanding of customer support operations and the judgment to determine when automation

🎁 Benefits

• Welcome and casual environment, great benefits, wellness program offerings, company retreats, and
• Total rewards philosophy including perks and benefits