Customer Service Operations Specialist (Data & AI)
A fast-growing consumer-focused business is looking for a highly data-driven CX Operations Manager to help optimise and scale customer support operations through AI-enabled tooling, automation and smarter workflows.
This is a hands-on individual contributor role sitting within the Customer Experience function, working closely with Product, Engineering and GenAI teams to improve operational performance, tooling and customer experience through data-led decision making.
You’ll play a key role in evolving AI-powered support tooling, improving workflows and helping shape the future of customer operations within a collaborative, technology-driven environment.
What You’ll Be Doing
- Optimising and improving AI/agentic customer support tooling and workflows
- Analysing customer and operational data to identify trends and improvement opportunities
- Building reports, dashboards and operational insights
- Working cross-functionally with Product, Engineering and Support teams
- Improving Help Centre content, automation quality and tooling effectiveness
- Acting as a key stakeholder across customer support tooling platforms
What We’re Looking For
- Strong analytical and problem-solving skills with a highly data-oriented mindset
- Experience within Customer Support, CX Operations or Customer Experience environments
- Experience with tools such as Excel/Google Sheets, Looker, Tableau, Power BI or SQL
- Exposure to platforms such as Intercom, Zendesk, Dixa or similar CX tooling
- Interest in AI, automation and agentic tooling
- Someone proactive, curious and passionate about improving systems and processes
Additional Info
- Hybrid working – 3 days
- Up to 5 remote working weeks per year
- Equity included
- Collaborative environment with strong focus on AI and operational innovation
If you’re excited by the future of AI-powered customer operations and enjoy solving operational problems through data and technology, we’d love to hear from you.
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