SupportYourApp
Tech / AI / Software
AIIntegrationSpecialist
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“AI Integration Specialist at SupportYourApp. Skills: AI Integration, Customer Support Automation, Workflow Optimization. Conduct structured discovery and audit sessions with clients to assess current operations, including ticketing workflows, SLAs, and key performance metrics (CSAT, FCR, AHT, response times). Analyze support workflows, ticket categories, volume patterns, and escalation paths to identify inefficiencies, bottlenecks, and high-impact automation”
What You'll Achieve.
improve efficiency and customer; deliver scalable, high-impact results
Industry & Context.
identify inefficiencies, bottlenecks, and high-impact automation; analytical skills to identify automation opportunities
What They're Looking For.
Must Have
1+ year of professional experience in designing AI-driven customer support automation and workflow optimization, understanding of customer support operations (ticketing workflows, SLAs, KPIs like CSAT, FCR, AHT), Hands-on experience with platforms such as Zendesk, Freshdesk, and Intercom, including their automation and AI, Solid knowledge of AI applications in customer support (chatbots, NLP, auto-triage, agent assist tools), Ability to run structured discovery/audit sessions and analyze support workflows, ticket categories, and, analytical skills to identify automation opportunities and, Experience designing scalable workflows and automation, Ability to assess and prioritize initiatives based on ROI and business, Excellent communication skills to translate findings into clear, actionable recommendations
Nice to Have
Basic technical understanding of integrations, APIs, and support system architecture
What You'll Do.
Conduct structured discovery and audit sessions with clients to assess current operations
including ticketing workflows
and key performance metrics (CSAT
Analyze support workflows
and escalation paths to identify inefficiencies
and high-impact automation
Evaluate clients' existing customer support platforms (Zendesk
etc.) and assess the maturity of their automation and AI feature
Design scalable workflow and automation strategies tailored to each client's support operations
Identify and recommend AI-powered solutions such as chatbots
NLP-driven ticket classification
and agent assist tools to improve efficiency and customer
Develop AI readiness assessments and roadmaps that outline current-state gaps
and a phased implementation
Translate technical findings and data-driven insights into clear
actionable recommendations and executive-ready deliverables for both technical and non-technical
Stay current on emerging AI technologies
and best practices in customer support automation to advise clients on innovation opportunities
How You'll Work.
Team & Collaboration
collaborate with teams to deliver scalable, high-impact results
Communication Scope
translate technical findings and data-driven insights into clear, actionable recommendations and executive-ready deliverables for both technical and non-technical; Excellent communication skills to translate findings into clear, actionable recommendations
Process & Methodology
phased implementation
Full Job Description
**Who are we?** **SupportYourApp** is an international Intelligent Support-as-a-Service company that has been providing business process outsourcing services to other IT companies around the globe (technical and customer support, services to improve customer experience) for the past 15 years. We have 1300+ people in our international community. We operate globally, supporting clients in 60 languages, partnering with industry leaders like MasterCard, Calm and MacPaw. With international hubs and coworking spaces around the world, we also develop innovative products like [Quidget](https://quidget.ai/) and improve the customer experience every single day. **About the role:** We are looking for an AI Integration Specialist to join our community — someone passionate about transforming business processes into intelligent, automated solutions and applying AI in real operational environments. Sounds exciting? There’s more to come 💛 **What you will do:** * Conduct structured discovery and audit sessions with clients to assess current operations, including ticketing workflows, SLAs, and key performance metrics (CSAT, FCR, AHT, response times); * Analyze support workflows, ticket categories, volume patterns, and escalation paths to identify inefficiencies, bottlenecks, and high-impact automation opportunities; * Evaluate clients' existing customer support platforms (Zendesk, Freshdesk, Intercom, etc.) and assess the maturity of their automation and AI feature usage; * Design scalable workflow and automation strategies tailored to each client's support operations, technology stack, and business goals.; * Identify and recommend AI-powered solutions such as chatbots, NLP-driven ticket classification, auto-triage systems, and agent assist tools to improve efficiency and customer experience; * Develop AI readiness assessments and roadmaps that outline current-state gaps, target-state vision, and a phased implementation plan; * Translate technical findings and data-driven insights i
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