As Systems & Automation Specialist you will join our operations team which enables our teams to work efficiently. In this role, you own customer support processes, develop and maintain automation solutions, and manage the technical infrastructure that supports our service and operations teams. Your goal is to make our teams as impactful as possible by applying technology and your deep understanding of tools, AI solutions and processes.
Own the technical setup and processes of our customer-facing teams
Work closely with customer support and operations teams to streamline workflows and reduce repetitive tasks.
Create faster and more consistent customer support through automations e.g. for ticket routing, escalations and responses.
Deeply integrate AI tools into customer service workflows with chatbots, AI-templating and a general AI-first approach to customer service
Analyse customer behaviour, identify patterns and improve processes and content with the customer service team
Provide technical support for customer support tools such as our ticketing software
Monitor, analyse, and report on the effectiveness of automation initiatives and make data-driven recommendations for improvements.
