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(fluent English) Automation Specialist (remote, Europe)

1 month ago
Bulgaria, Hungary, Latvia, Poland, Slovakia
Contract
Junior
AI (Artificial Intelligence)
Artificial Intelligence and Machine Learning
NLP
Apply Now
SupportYourApp

SupportYourApp

SupportYourApp is a multinational company offering high-quality customer support services for tech companies worldwide, with 24/7 support in 55 languages, PCI/DSS and ISO certifications, and a focus on customer satisfaction and long-term client relatio...

Internet Software & Services
251-1K
Founded 2010
View All Jobs 50

Description

  • Conduct structured discovery and audit sessions with clients to review support operations, ticketing workflows, SLAs, and performance metrics.
  • Analyze support workflows, ticket categories, ticket volumes, and escalation paths to identify inefficiencies and bottlenecks.
  • Evaluate client support platforms such as Zendesk, Freshdesk, and Intercom and assess their automation and AI usage maturity.
  • Design scalable workflow and automation strategies tailored to client operations, technology stacks, and business goals.
  • Recommend AI-powered solutions including chatbots, NLP-driven ticket classification, auto-triage systems, and agent assist tools.
  • Develop AI readiness assessments and phased roadmaps that outline gaps, target-state vision, and implementation plans.
  • Translate technical findings and data insights into clear recommendations and executive-ready deliverables for technical and non-technical stakeholders.
  • Stay current on emerging AI technologies, vendor capabilities, and customer support automation best practices.
  • Assess and prioritize automation initiatives based on ROI and business impact.

Requirements

  • Fluency in English.
  • 1+ year of professional experience designing AI-driven customer support automation and workflow optimization strategies.
  • Strong understanding of customer support operations, including ticketing workflows, SLAs, and KPIs such as CSAT, FCR, and AHT.
  • Hands-on experience with customer support platforms such as Zendesk, Freshdesk, and Intercom, including automation and AI features.
  • Solid knowledge of AI applications in customer support, including chatbots, NLP, auto-triage, and agent assist tools.
  • Ability to run structured discovery and audit sessions and analyze support workflows, ticket categories, and volumes.
  • Strong analytical skills to identify automation opportunities and inefficiencies.
  • Experience designing scalable workflows and automation strategies.
  • Ability to assess and prioritize initiatives based on ROI and business impact.
  • Excellent communication skills to translate findings into clear, actionable recommendations.
  • Basic technical understanding of integrations, APIs, and support system architecture is an advantage.

Benefits

  • Fully remote cooperation.
  • Compensation in USD.
  • Services provided during business hours.
  • Inclusive international environment.
  • Rewards for referring friends.
  • Balance between project workload and personal time, supported by an internal health policy.
  • Responsive leadership focused on growth and long-term cooperation.
  • Opportunities for self-development.

Interested in this position?

Apply directly on the company website

Apply Now

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