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(fluent English) CX Operations Consultant (Armenia, remote)

3 weeks, 1 day ago
Armenia
Contract
Junior
Consultant
Customer and Technical Support
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 41

Description

  • Evaluate clients’ current customer support platforms and assess their automation and AI maturity.
  • Develop AI readiness assessments, gap analyses, target-state visions, and phased implementation roadmaps.
  • Recommend AI-powered solutions such as chatbots, NLP-based ticket classification, auto-triage, and agent assist tools.
  • Conduct discovery and audit sessions to review workflows, SLAs, and performance metrics such as CSAT, FCR, AHT, and response times.
  • Design scalable workflow and automation strategies aligned with each client’s support stack and business goals.
  • Translate technical findings and data-driven insights into clear recommendations and executive-ready deliverables.
  • Analyze ticket categories, volume patterns, and escalation paths to identify inefficiencies and automation opportunities.
  • Stay current on emerging AI technologies, vendor capabilities, and customer support automation best practices.

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 Zendesk, Freshdesk, or Intercom, including automation and AI features.
  • Solid knowledge of AI applications in customer support, including chatbots, NLP, auto-triage, and agent assist tools.
  • Strong analytical skills for identifying automation opportunities and inefficiencies.
  • Experience designing scalable workflows and automation strategies.
  • Basic technical understanding of integrations, APIs, and support system architecture (preferred).
  • Experience running structured discovery or audit sessions (preferred).
  • Ability to assess and prioritize initiatives based on ROI and business impact (preferred).

Benefits

  • Fully remote work opportunity.
  • Compensation in USD.
  • Business-hours schedule.
  • Inclusive international environment.
  • Referral rewards for recommending friends.
  • Balanced workload with personal time and an internal health policy.
  • Supportive leadership focused on growth and long-term cooperation.
  • Trust-based culture with no time-tracking requirements.

Interested in this position?

Apply directly on the company website

Apply Now

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