Support Experience & Automation Specialist

Job description

We are looking for a systems-minded professional to bridge the gap between technical support and automation engineering. This is not a traditional "ticket-taking" role. You will be the primary owner of our Self-Service Ecosystem , using AI and CRM automation to ensure our customers find answers before they ever need to reach out to a human. What You’ll Do: Prototyping and Experimentation: Design and pilot experimental AI workflows to proactively address customer friction points before they appear in data Salesforce Operations: You will identify and help implement workflow improvements within Salesforce to make our internal processes faster and more automated. Root-Cause Escalations: You will handle high-level technical escalations, but with a twist—your primary goal is to use those escalations to update our AI and Knowledge Base so the issue never happens again. Technical Enablement: You will own the "Technical Truth" for our offshore partners, creating automated training modules and QA frameworks to ensure they are performing at a high technical standard. Peak Period Support : During peak periods, you will act as a core technical support agent, directly handling complex cases, cri...