Deskripsi pekerjaan

Position Overview

This opportunity is for a Customer Experience Analyst working on a contract basis with remote flexibility. The role involves creating and refining AI training tasks that simulate real-life customer support challenges to improve AI-driven customer assistance.

Key Responsibilities

Develop detailed and challenging scenarios for AI systems to enhance customer success training.
Evaluate existing customer workflows and suggest enhancements to increase their efficiency and effectiveness.
Work collaboratively with different teams to ensure AI training tasks closely mirror actual customer support issues.
Employ customer service platforms such as Zendesk, Intercom, Gorgias, and ServiceNow to create and analyze complex customer queries.
Design varied scenarios representing real customer interactions to facilitate comprehensive AI training and testing.
Provide clear and constructive feedback to both technical and non-technical team members regarding task execution and workflow improvements.

Candidate Requirements

Proven experience in customer success management or a similar function.
Proficient with customer service software including Zendesk, Intercom, Gorgias, and ServiceNow.
Strong analytical and problem-solving skills.
Experienced in designing training scenarios, delivering feedback, and conducting complex workflow analyses.
Excellent communication skills adaptable to both technical and non-technical audiences.

Additional Information

Compensation ranges between $6 and $110 per hour.
Work commitment spans from 10 to 40 hours per week.

Application Process

Submit application online.
Receive communication via email regarding further steps.
Participate in resume screening and interviews as part of the selection process.

Customer Experience Analyst