CX Operations & AI Enablement Specialist
New
J
JobgetherCustomer Operations
Based in the United StatesFull-TimeMiddle
Salary$75,000–$100,000 USD, depending on role level, skills, qualifications, location, experience, and other relevant factors.
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Job Details
- Required Skills
- JavascriptQA AutomationTypeScriptRESTful APIsZendeskLLM
Requirements
- Hands-on experience administering and developing in Zendesk, including triggers, automations, and APIs.
- Practical experience building AI- or LLM-powered automation for customer support workflows.
- Scripting and integration experience using TypeScript or JavaScript.
- Proficiency with REST APIs and webhooks.
- Ability to independently diagnose production problems and implement root-cause solutions.
- Strong systems-thinking skills and ability to operate in a fast-moving environment.
- Experience in a startup or dynamic environment with comfort handling ambiguity.
- Strong communication skills and collaborative, low-ego work style.
Responsibilities
- Own and continuously evolve the AI-powered triage and routing system that classifies inbound customer tickets.
- Build, maintain, and optimize AI agents covering returns, order status, warranties, and repairs.
- Develop AI-based quality assurance agents that evaluate tickets against defined standards.
- Troubleshoot production issues across CX systems, including routing, integrations, and reporting gaps.
- Serve as the primary technical owner for Zendesk configuration, including triggers, macros, and automations.
- Build and maintain Zendesk APIs, MCP infrastructure, and integrations with internal systems.
- Develop reliable reporting and measurement capabilities using Zendesk Explore.
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