• Provide friendly, timely, and accurate support via email, phone, screen shares, and support tickets. • Educate and guide customers through troubleshooting, solution best practices, and educational resources. • Work closely with various teams to improve documentation, create helpful resources, and share recordings with customers. • Identify, document, and escalate software issues to our specialized support and technical teams. • Stay proactive and collaborative, working across departments to improve customer experience. • Embrace a fast-paced environment where you’ll have the opportunity to wear multiple hats and grow in your role.

• Serve as a trusted advisor to clients, providing expert guidance on customer experience automation strategy and best practices in conversational design, contact center operations, and CX technology. • Cultivate strong relationships with clients and partners, delivering timely and accurate deliverables that inspire confidence and trust. • Responsible for project success, ensuring timelines and objectives are met with precision and efficiency. • Author customer journey storyboards, process flows, and interaction scripts that clearly illustrate the end customer experience for both business and technical stakeholders. • Author and deliver professional, effective presentations to client stakeholders. • Follow best practices for developing engaging bot personas that engage users and properly represent the brand. • Ensure the IVA interaction design and end experience reflect the intended persona. • Help ‘train’ the IVA both before and after launch to deliver meaningful and accurate responses, taking into account all segments of the target user population. • Collaborate with AI technical, consulting, and knowledge teams to develop a solution that exceeds client expectations. • Analyze multifaceted performance data (both qualitative and quantitative), present findings to stakeholders and develop recommendations to improve performance. • Maintain awareness of clients’ business goals and constraints, ensuring our recommendations are framed in terms that will resonate with decision-makers. • Participate in the design and continuous improvement of standard methods and artifacts for the Conversational Design team. • Support revenue growth by developing recommendations for follow-on services on projects already landed and in delivery, leveraging client management and interpersonal skills. • Contribute to internal and external thought leadership content development.

• Be the first point of contact for international customers • Ensure excellent customer service • Verify documents • Support customer support agents with ad-hoc tasks • Collaborate with service partners to support customers

• The Customer Service Manager is responsible for managing the following functional teams: 1. Customer Support Team 2. System Administrators 3. Data Migration Team • Primary responsible to ensure timely and effective resolution of customer enquiries and issues. • This role involves overseeing day-to-day support operations, managing escalations, and maintaining performance standards in line with SLAs. • The Customer Service Manager will also be responsible for coaching and mentoring staff, delivering structured training programs, and driving continuous improvement initiatives across the support function. • They will work closely with cross-functional teams—such as Developers, Sales, and Customer Success—to ensure a consistent and seamless customer experience.