Senior AI Builder and Analyst, Customer Support
Core
Building and refining AI-assisted tools, workflows, and dashboards to optimize Customer Support operations, quality assurance, and workforce management.
Role type
Senior AI Builder & Analyst (Support Operations)
Builds
AI-assisted support tools, automated reporting systems, and quality analysis dashboards for a lean support team.
Domain
Legal Technology (SaaS) / Customer Support Operations
Required skills
Prompt engineering, agentic workflows, AI QA scoring, data visualization, SQL, contact center operations, WFM metrics analysis
Preferred skills
Talkdesk, Service Cloud, building agentic tooling in live environments
Responsibilities
Designing and building AI-assisted tools for support and escalation teams; optimizing AI QA tooling to analyze conversation data; designing dashboards for quality trends; automating reporting on core support metrics (SLA, occupancy, etc.).
Seniority
Senior, hands-on IC
