CX - Specialist, Operations Automation
This role owns automation of customer support workflows and AI-driven conversation handling for CX operations. The position sits within the CX/Operations function focusing on automations and integrations that reduce escalations and manual work.
What you'll do
- Lead and support Level 2 and Level 3 CX specialists day-to-day
- Audit AI-handled conversations to find recurring failure patterns
- Prioritise and maintain an automation backlog using impact signals
- Scope and validate data connectors and integrations with engineering
- Design and maintain automated journeys and internal CX automations
What they're looking for
- Analytical ability to convert conversation data into priorities
- Systems thinking to identify root causes and automation opportunities
- Experience with Claude, n8n, Zapier, Retool, APIs, workflow builders
- Ability to scope ambiguous problems into clear automation requirements
- Balance automation with safeguards for fraud and compliance
Skills
Summary written by StartupJobs from the company's listing. The full listing is on the company's website.
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