Customer Experience AI & Operations Specialist
Core
Bridge cutting-edge AI technologies with real-world customer experience operations by monitoring AI performance, managing knowledge bases, and supporting frontline CX agents.
Role type
AI Customer Experience & Operations Specialist
Builds
AI workflows, knowledge base content, and CX operational procedures
Domain
Customer Experience / Artificial Intelligence
Deliverable
production ML models
Required skills
AI quality monitoring, root cause analysis, knowledge base curation, Jira task management, GenAI tool usage, CX operations oversight, process improvement, QA testing, agile coordination
Preferred skills
Helpdesk solutions familiarity, training and onboarding support
Technologies
Claude, ChatGPT, Kustomer, Jira, Confluence
Responsibilities
Audit AI conversations for accuracy and tone; investigate escalations to identify model errors; track CSAT and automation rates; maintain AI operational procedures; curate FAQs and knowledge base content; oversee customer service escalations on marketplaces; provide subject-matter expertise to frontline agents; assist in training new team members
Seniority
Individual Contributor, mid-level