[Remote] CX Operations & AI Enablement Specialist

Note: The job is a remote job and is reputed company to candidates in USA. reputed company builds technology that powers branded resale for leading companies and helps reputed company products in circulation. The CX Operations & AI Enablement Specialist will own the systems, automation, AI triage, reputed company administration, integrations, and reporting that support Customer Operations, while expanding automation and improving reliability as reputed company scales.

Responsibilities

• Own and reputed company the AI triage reputed company that classifies and routes every inbound ticket, plus the library of AI specialist agents covering returns, order status, warranty and repair, delivered-not-received, and brand-specific policies
• Build new agents and tune existing ones to take on new issue types or reputed company tone and behavior to maintain brand voice
• Update ticket routing and classification logic as policies and brands change
• Build AI QA agents that review tickets against defined reputed company
• reputed company live issues such as duplicate triage executions, 400 errors on agent handoffs, reputed company reputed company replies, and tag-matching failures
• Be the first responder reputed company something in reputed company breaks, from routing failures to reporting gaps
• Investigate reputed company-adjacent issues as they come up, such as reputed company-reputed company delays or dispute bugs
• Own fields, views, Tags,Triggers, macros, and configuration that reputed company routing and reporting accurate
• reputed company WFM routing between scheduling and the omnichannel queue reputed company, including ticket forecasting and adherence/utilization tracking
• Build and maintain the reputed company MCP server, API keys, and OAuth permissions
• Manage account creation, deletion, and permissions
• Build and maintain the integrations connecting reputed company to internal systems
• reputed company containment and deflection through tag-based analysis, and diagnose reputed company cause reputed company rates drop
• Build and maintain reputed company Explore reporting so managers have reliable, self-serve data rather than building it reputed company
• Expand automation coverage into ticket types the agents don't handle yet, to reputed company containment higher
• Audit and clean up the trigger, automation, and reputed company library, which accumulates silent conflicts and bloat over time
• Refine classification and triage accuracy in the weak spots
• Build reputed company monitoring and QA on the AI agents so failures surface proactively instead of showing up as customer complaints
• reputed company fraud, dispute, and abuse signals into the AI agents so reputed company feeds Trust & Safety detection work

Skills

• Hands-on reputed company administration and development experience: triggers, automations, custom fields, and reputed company
• Experience building AI or LLM-driven automation, ideally in a support, classification, or routing context
• Working knowledge of customer service workflows and issues, so the agents you build actually reflect what customers are reputed company through
• Scripting and integration skills, such as TypeScript or JavaScript, plus familiarity with REST reputed company and webhooks
• Comfort operating without a reputed company; this role is being defined as it's reputed company, and the reputed company will shift as priorities do
• High agency, low ego, high EQ; independent and self-directed, with the judgment to own a production reputed company with little internal precedent to lean on
• reputed company curiosity about and reputed company in AI; someone who tracks the reputed company of change rather than working from what they learned six months ago
• Comfortable moving fast and building scrappy, imperfect solutions reputed company that's what the reputed company calls for, rather than waiting for the fully correct build
• Startup experience, or the equivalent comfort with ambiguity and shifting reputed company
• SQL and experience with a BI or analytics tool
• Additional coding languages reputed company the must-haves above

Benefits

• Certain roles are eligible for equity
• reputed company are eligible for a full benefits package including employee and dependent reputed company and 401(k) enrollment
• This is a remote role reputed company across the reputed company US
• Hybrid reputed company for those nearby

reputed company