1 день назад
Customer Experience Process Specialist (AI & Automation)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Experience Process Specialist (AI & Automation) (AI/CX Operations): Building AI-powered agents, intelligent workflows, automations, and operational tooling that improve customer support delivery with an accent on AI adoption, process optimization, and CX performance. Focus on designing scalable LLM workflows, integrating CX platforms, reducing manual work, and improving SLA attainment, response times, resolution times, and CSAT.
Location: Portugal; hybrid work model. Temporary remote work from anywhere in the world is available for up to two months after six months of employment.
Company
is a global HR SaaS platform that helps mid-sized businesses manage and engage their workforce.
What you will do
- Design, build, and continuously improve AI-powered agents, workflows, automations, and integrations for Customer Experience.
- Coordinate AI initiatives across CX and partner with AI, Digitalisation, Product, and Operations teams.
- Identify operational bottlenecks and implement scalable solutions through AI, automation, process redesign, and system optimization.
- Build and optimize workflows, reporting, and tooling across Zendesk, Slack, Asana, Linear, Notion, and related platforms.
- Partner with CX leaders to improve processes, eliminate repetitive work, and drive adoption of AI capabilities.
- Support the CX Delivery backlog through operational requests, configurations, tooling improvements, and process implementation.
Requirements
- Experience in Customer Experience, Customer Support, or Customer Success Operations, including AI and automation initiatives.
- Hands-on experience building and deploying AI agents, copilots, intelligent workflows, and automations.
- Knowledge of AI applications in customer support, including knowledge management, case routing, ticket summarization, customer communications, quality assurance, and agent productivity.
- Experience with modern AI platforms and LLMs such as OpenAI, Claude, or Gemini, including prompt engineering and AI workflow design.
- Strong experience with CX tools such as Zendesk, Slack, Asana, Linear, Salesforce, or Notion.
- Strong written and spoken English required; the role is based in Portugal with hybrid attendance.
Nice to have
- Experience developing Zendesk apps or advanced Zendesk administration.
- Experience in a high-growth SaaS environment.
Culture & Benefits
- Inclusive culture focused on belonging, personal authenticity, growth, and high performance.
- Health insurance for employees and their families.
- Prepaid meal card and a monthly Navegante Metropolitano Pass worth €40.
- 22 days of annual leave plus Portuguese national holidays and an additional day off each quarter.
- Home office allowance, flexible hybrid work, and two Social Impact days per year.
- Temporary work-from-anywhere option for up to two months after six months of employment, plus local and global team events.
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