Customer Experience Analyst

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.