This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CX Operations & AI Enablement Specialist based in the United States.
This is a hands-on opportunity to own the systems, automation, and AI capabilities powering a growing Customer Operations organization.
You will work across customer support, trust & safety, partner experience, and logistics operations to make processes faster, smarter, and more scalable.
The role combines Zendesk administration, AI-driven automation, integrations, reporting, and production troubleshooting.
You will take ownership of an evolving technical environment, improving reliability while building the next generation of CX automation.
The position is ideal for a systems-minded builder who enjoys diagnosing complex issues and quickly turning ideas into practical solutions.
You will have significant autonomy to shape the roadmap, introduce new capabilities, and increase automation and customer-service efficiency.
This is a fast-moving, remote-first environment where high ownership, curiosity, and comfort with ambiguity are highly valued.
Accountabilities:
- Own and continuously evolve the AI-powered triage and routing system that classifies inbound customer tickets and directs them to the appropriate workflows or specialist agents.
- Build, maintain, and optimize AI agents covering areas such as returns, order status, warranties, repairs, delivered-but-not-received cases, and brand-specific policies.
- Develop AI-based quality assurance agents that evaluate tickets against defined standards and identify opportunities for improvement.
- Troubleshoot production issues across CX systems, including routing failures, duplicate executions, agent handoff errors, response issues, tagging problems, and reporting gaps.
- Serve as the primary technical owner for Zendesk configuration, including custom fields, views, tags, triggers, automations, macros, permissions, and account administration.
- Align workforce-management routing between scheduling systems and omnichannel queue engines, supporting forecasting, adherence, and utilization tracking.
- Build and maintain Zendesk APIs, MCP infrastructure, authentication mechanisms, integrations, and connections with internal systems.
- Develop reliable reporting and measurement capabilities, including Zendesk Explore dashboards and tag-based analysis of containment and deflection.
- Investigate declines in automation performance and identify root causes through data analysis and system diagnostics.
- Expand automation coverage into additional ticket types while continuously improving classification, triage accuracy, and AI-agent performance.
- Establish monitoring, QA, and reliability practices that surface automation failures proactively rather than through customer complaints.
- Audit and optimize trigger, automation, and macro libraries to eliminate conflicts, redundancy, and unnecessary complexity.
- Integrate fraud, dispute, and abuse signals into customer operations workflows to support Trust & Safety initiatives.
- Identify opportunities to improve internal processes, tooling, and operational efficiency as the organization scales.
Requirements
- Hands-on experience administering and developing in Zendesk, including triggers, automations, custom fields, workflows, and APIs.
- Practical experience building AI- or LLM-powered automation, ideally for customer support, ticket classification, routing, or similar operational workflows.
- Strong understanding of customer service processes and common support issues, with the ability to translate real customer needs into effective automation.
- Scripting and integration experience using technologies such as TypeScript or JavaScript, together with REST APIs and webhooks.
- Ability to independently diagnose production problems, investigate root causes, and implement practical solutions in a fast-moving environment.
- Strong systems-thinking skills combined with a willingness to get hands-on with technical details and operational challenges.
- High ownership, self-direction, sound judgment, and the ability to operate effectively without an established playbook.
- Genuine curiosity about AI and a commitment to staying current with rapidly evolving AI capabilities and best practices.
- Comfortable working iteratively and shipping pragmatic solutions when speed and business impact are more important than achieving a perfect first implementation.
- Strong emotional intelligence, communication skills, low-ego collaboration style, and ability to work effectively with diverse stakeholders.
- Experience in a startup or similarly dynamic environment, with demonstrated comfort handling ambiguity, changing priorities, and evolving responsibilities.
- Nice to have: SQL experience, familiarity with BI or analytics platforms, and proficiency in additional programming languages.
Benefits
- Annual base salary: $75,000–$100,000 USD, depending on role level, skills, qualifications, location, experience, and other relevant factors.
- Equity opportunities for eligible employees, allowing team members to participate in the value they help create.
- Comprehensive benefits package, including healthcare coverage for employees and dependents.
- 401(k) enrollment to support long-term financial planning.
- Fully remote role open to candidates across the continental United States.
- Flexible work environment with optional hybrid opportunities for employees located near company offices.
- Opportunity to work in a small, high-agency team with significant ownership and autonomy.
- Exposure to emerging AI, automation, CX technology, and operational systems.
- Opportunity to shape the future of a rapidly evolving customer operations function.
- Inclusive workplace that welcomes candidates from diverse backgrounds and encourages people who may not meet every listed qualification to apply.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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