Overview

We are looking for a CX Operations Consultant to join our community — someone passionate about transforming business processes into intelligent, automated solutions and applying AI in real operational environments.

Responsibilities:
  • Evaluate clients' existing customer support platforms (Zendesk, Freshdesk, Intercom, etc.) and assess the maturity of their automation and AI feature usage
  • Develop AI readiness assessments and roadmaps that outline current-state gaps, target-state vision, and a phased implementation plan
  • Identify and recommend AI-powered solutions such as chatbots, NLP-driven ticket classification, auto-triage systems, and agent assist tools to improve efficiency and customer experience
  • Conduct structured discovery and audit sessions with clients to assess current operations, including ticketing workflows, SLAs, and key performance metrics (CSAT, FCR, AHT, response times)
  • Design scalable workflow and automation strategies tailored to each client's support operations, technology stack, and business goals.
  • Translate technical findings and data-driven insights into clear, actionable recommendations and executive-ready deliverables for both technical and non-technical stakeholders
  • Analyze support workflows, ticket categories, volume patterns, and escalation paths to identify inefficiencies, bottlenecks, and high-impact automation opportunities
  • Stay current on emerging AI technologies, vendor capabilities, and best practices in customer support automation to advise clients on innovation opportunities
Required Qualifications:
  • Fluency in English
  • 1+ year of professional experience in designing AI-driven customer support automation and workflow optimization strategies
  • Strong understanding of customer support operations (ticketing workflows, SLAs, KPIs like CSAT, FCR, AHT)
  • Hands-on experience with platforms such as Zendesk, Freshdesk, and Intercom, including their automation and AI features
  • Solid knowledge of AI applications in customer support (chatbots, NLP, auto-triage, agent assist tools)
  • Strong analytical skills to identify automation opportunities and inefficiencies
  • Experience designing scalable workflows and automation strategies
Benefits:
  • Providing services during business hours
  • Opportunity to cooperate fully remotely
  • Inclusive international environment
  • Compensation in USD
  • Rewards for referring friends
  • Balance between project workload and personal time, but also – internal health policy
  • Responsive leadership interested in your growth and long-lasting cooperation
  • Greenhouse conditions for self-development
  • A culture built on trust, with no time-tracking requirements
Nice To Have:
  • Basic technical understanding of integrations, APIs, and support system architecture
  • Experience running structured discovery/audit sessions to analyze support workflows, ticket categories, and volumes
  • Understanding of how to assess and prioritize initiatives based on ROI and business impact
  • Experience translating findings into clear, actionable recommendations
  • Customer Support Operations
  • Workflow Optimization
  • Analytical Skills
  • Automation Strategies
  • Fluent English
Technologies:
  • Zendesk
  • Freshdesk
  • Intercom
  • APIs
  • Chatbots
  • NLP
Note:

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