Design, build, and maintain AI-assisted tools for triage and ticket resolution.
Own the automation layer across the support stack and cross-tool workflows.
Partner with Data to deliver real-time and historical reporting.
Identify manual workflows and build AI-assisted automations to reduce friction.
Collaborate with Enablement Lead on tooling for agent training and knowledge surfacing.
Document systems, integration logic, and automation workflows for maintainability.

🎯 Requirements

5-7+ years in support ops or CX tooling in AI-forward env
Track record shipping AI-assisted workflows in live support
Deep hands-on AI tooling in CX: LLM copilots, RAG, agent assist
Zendesk familiarity with APIs and integration layers beyond out-of-the-box
Built and owned end-to-end reporting systems
Strong operational intuition; translates decisions for non-technical stakeholders

🎁 Benefits

Equity
Bonus
Remote-friendly environment

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