CX Operations & AI Enablement Specialist

📋 Description

• Own and evolve AI-powered triage and routing for inbound tickets
• Build and optimize AI agents for returns, order status, warranties, and policies
• Develop AI-based QA to evaluate tickets and improve quality
• Troubleshoot CX systems issues (routing, handoff, tagging, reporting)
• Own Zendesk config: fields, views, triggers, automations, macros, perms
• Align routing between scheduling and omnichannel queues

🎯 Requirements

• Hands-on Zendesk admin/ development (triggers, automations, fields, APIs)
• Experience building AI- or LLM-powered automation for support workflows
• Strong understanding of customer service processes and issues
• Scripting/integration with TypeScript or JavaScript, REST APIs, webhooks
• Diagnose production issues and implement practical solutions
• Owns problems, operates without a fixed playbook

🎁 Benefits

• Annual base salary: $75,000–$100,000 USD
• Equity opportunities for eligible employees
• Healthcare for employees and dependents
• 401(k) enrollment
• Fully remote role open to continental US
• Flexible/hybrid options near offices