Customer Experience AI & Operations Specialist

Quick Facts

• Role: Customer Experience AI & Operations Specialist
• Focus: AI oversight & development (70%) and CX operations support (30%)

Description

Own and improve AI-driven customer experience by monitoring AI conversation quality, investigating escalations, and tracking CSAT/QA/automation performance. Maintain AI operational procedures and a knowledge base to align human agents, AI responses, and customers, using GenAI tools to automate internal workflows such as reporting and QA. Provide daily CX operations support, including marketplace escalations, agent subject-matter support, and training/onboarding.

Responsibilities

• Audit AI conversations daily for accuracy, tone, and decision quality
• Investigate escalations to identify root causes, procedural gaps, and model errors
• Track CSAT, QA, and automation rates and address performance regressions
• Maintain AI operational procedures and validate updates against conversation data
• Curate FAQs and knowledge base content for consistency across agents and customers
• Collect team feedback and convert issues into prioritized Jira tasks
• Use GenAI tools (e.g., Claude) to automate internal workflows like reporting and QA
• Communicate AI updates and workflow changes across the CX team
• Oversee customer service and escalations on marketplaces like Amazon
• Support frontline CX agents and back up Process Specialists and Team Leads during peak times/absences
• Assist in training and onboarding new team members

Requirements

• Background in Customer Experience, Customer Support, Product Operations, QA Testing, or Business Analysis
• Strong judgment for accurate, helpful, on-brand customer responses
• Analytical, detail-oriented problem-solving with root-cause focus
• Hands-on experience with AI tools (Claude, ChatGPT) and desire to automate workflows
• Familiarity with helpdesk solutions (Kustomer), Jira, and Confluence
• Passion for process improvement, quality assurance testing, and agile project coordination

Benefits

• 25 days of vacation
• Multisport card with employer contribution
• Meal tickets/catering allowance after probation period
• Sick days
• Occasional work from home
• Corporate events
• Dog-friendly office
• Discounts on company products/services
• Notebook