Support-as-a-Service that helps companies scale faster by taking care of their customers’ needs.
AI Solutions Specialist, Fluent English
Location
Lithuania
Posted
52 days ago
Salary
0
Seniority
Junior
Job Description
AI Solutions Specialist, Fluent English
SupportYourApp
• 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); • Analyze support workflows, ticket categories, volume patterns, and escalation paths to identify inefficiencies, bottlenecks, and high-impact automation opportunities; • Evaluate clients' existing customer support platforms (Zendesk, Freshdesk, Intercom, etc.) and assess the maturity of their automation and AI feature usage; • Design scalable workflow and automation strategies tailored to each client's support operations, technology stack, and business goals.; • 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; • Develop AI readiness assessments and roadmaps that outline current-state gaps, target-state vision, and a phased implementation plan; • Translate technical findings and data-driven insights into clear, actionable recommendations and executive-ready deliverables for both technical and non-technical stakeholders; • Stay current on emerging AI technologies, vendor capabilities, and best practices in customer support automation to advise clients on innovation opportunities.
Job Requirements
- 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)
- Ability to run structured discovery/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
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
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