Job Description

Job Description
Looking for a consulting profile specialized in customer service operations and artificial intelligence to analyze support processes and design improvements based on automation and data.
Responsibilities:
Conduct analysis sessions with client to evaluate support operations and key metrics.
Analyze ticket, escalation, and volume workflows to detect inefficiencies.
Evaluate support platforms such as Zendesk, Freshdesk and Intercom.
Design automation and process improvement strategies.
Identify opportunities to use artificial intelligence in customer support.
Define AI adoption and operational improvement roadmaps.
Translate findings into clear recommendations for clients.
Stay up to date on automation tools and AI trends in customer support.
Requirements:
Experience in customer service operations and support process management.
Knowledge of metrics such as CSAT, FCR, AHT and SLA.
Experience with tools such as Zendesk, Freshdesk or Intercom.
Knowledge of artificial intelligence solutions applied to support.
Ability to analyze processes and detect improvements.
Experience designing workflows and automation.
Clear communication skills with technical and non-technical profiles.
High level of English and Ukrainian.

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