CX Operations & AI Enablement Specialist
New
A
ArchiveE-commerce Resale
Remote - United StatesFull-Time
Salary$75K - $100K
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Job Details
- Required Skills
- Artificial IntelligenceJavascriptTypeScriptRESTful APIsZendeskLLM
Requirements
- Hands-on Zendesk administration and development experience (triggers, automations, custom fields, and APIs).
- Experience building AI or LLM-driven automation for support, classification, or routing.
- Working knowledge of customer service workflows.
- Scripting and integration skills (TypeScript or JavaScript).
- Familiarity with REST APIs and webhooks.
- High agency and self-directed work style for managing production systems with minimal oversight.
- Current knowledge and fluency in AI trends.
- Ability to build scrappy, effective solutions in a fast-paced environment.
- Startup experience or demonstrated comfort with ambiguity and shifting priorities.
Responsibilities
- Develop and evolve the AI triage system to classify and route inbound tickets.
- Build and tune AI agents to handle returns, order status, warranty, and brand-specific policies.
- Resolve live production issues including triage failures, tag-matching errors, and integration bugs.
- Manage Zendesk configuration, including fields, triggers, macros, and API/OAuth permissions.
- Integrate Zendesk with internal systems and maintain Zendesk Explore reporting.
- Audit and optimize the automation library to reduce bloat and conflicts.
- Instrument AI agents to flag fraud, dispute, and abuse signals for Trust & Safety teams.
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