We’re looking for an AI Customer Experience Specialist to manage and improve our client's chatbot and Zendesk AI tools. You’ll focus on optimizing performance, improving workflows, and using data to enhance the customer experience.
Key Responsibilities
- Monitor and improve chatbot performance (accuracy, tone, and responses)
- Review conversations and refine flows, intents, and content
- Track key metrics (CSAT, resolution rate, efficiency) and share insights
- Partner with teams to test and launch new AI features
- Optimize Zendesk tools (automations, macros, workflows, routing)
- Identify ways to improve efficiency and customer experience
- Act as the go-to resource for AI-related questions
- Assist agents during peak periods
- Handle more complex or escalated cases
Qualifications
- Experience with AI chatbots or automation tools
- Strong analytical and problem-solving skills
- Tech-savvy and comfortable with data
- Experience with Zendesk (preferred)
- Organized, collaborative, and customer-focused
- Bilingual
Job Type: Permanent
Work Location: In person
