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SupportYourApp

Support-as-a-Service that helps companies scale faster by taking care of their customers’ needs.

Automation Specialist, Fluent English

GeneralGeneralContractRemoteJuniorTeam 1,001-5,000H1B No SponsorCompany SiteLinkedIn

Location

Poland

Posted

2 days ago

Salary

0

Seniority

Junior

Bachelor Degree1 yr expEnglish

Job Description

Automation 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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