3 дня назад
AI Support Operations Specialist (Zendesk AI)
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
AI Support Operations Specialist (Zendesk AI): Configuring and optimising Zendesk AI tools such as Answer Bot, Generative Replies, Intelligent Triage, and Agent Assist to improve support resolution, routing, and agent performance with an accent on workflow design, knowledge base quality, and responsible AI use. Focus on analysing deflection, CSAT, and accuracy metrics, translating insights into operational improvements, and connecting CX operations with IT and AI/data teams.
Location: Hybrid; Gibraltar office, Bulgaria, Georgia, Isle of Man, Poland, or Romania
Company
is hiring for a business operations role focused on AI-enabled customer support.
What you will do
- Configure, test, and optimise Zendesk AI tools, including Answer Bot, Generative Replies, Intelligent Triage, and Agent Assist.
- Design AI-enhanced support workflows with Support and Product teams to improve resolution times, routing, and agent performance.
- Maintain macros, triggers, workflows, and knowledge base content that enable accurate AI responses.
- Analyse deflection, CSAT, and AI accuracy metrics and convert findings into continuous improvements.
- Coordinate between CX Operations, IT, and AI/data teams while promoting ethical and transparent AI use.
- Train teams to work effectively with AI-powered support tools.
Requirements
- 2–4 years of experience in customer support, technical operations, or AI tooling, preferably in a Zendesk environment.
- Hands-on knowledge of Zendesk AI features, including Answer Bot, Agent Assist, and Intelligent Triage.
- Solid understanding of Zendesk support workflows, macros, triggers, and automation.
- Ability to work with data dashboards and translate metrics into practical actions.
- Strong communication skills and the ability to connect technical tools with human teams.
- Curiosity, continuous-learning mindset, and willingness to experiment.
Nice to have
- Experience with Ada, Forethought, Intercom AI, or similar AI-enabled CX platforms.
- Familiarity with prompt engineering or NLP concepts.
- Experience with Zendesk Guide, Notion, Confluence, or other knowledge base tools.
- Experience in high-growth, fast-paced customer support environments.
Culture & Benefits
- Flexible work styles with a focus on output rather than hours.
- Continuous learning through experimentation with advanced support and AI tools.
- Cross-functional, ego-free collaboration where contributions are valued.
- Ownership of improvements and freedom to lead operational initiatives.
- Recognition for meaningful impact on customers and support agents.
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