AI Driven Customer Support Specialist

2 weeks ago

kannur, India beBeeCustomerSuccess Full time

At noon, we're transforming customer support capabilities by integrating AI-driven solutions across our businesses. This mission-critical role demands a seasoned professional with expertise in leveraging data to identify opportunities in domains like productivity and retention.Our ideal candidate will possess a strong understanding of AI-powered workflows, including reducing contact rates, handling times, and analyzing customer sentiment for tailored resolutions. They will collaborate with technology, product, data engineering, business, and commercial teams to consolidate consumer insights into systems for informed decision-making.The successful candidate will develop and implement co-pilot strategies for chat and inbound support, utilizing insights from customer sentiments, pain points, customer profiles, and knowledge bases to craft instantaneous unique responses addressing customer concerns. Additionally, they will upskill the CS teams to familiarize and actively use AI capabilities, partnering with L&D to create relevant courses and playbooks.A key aspect of this role is designing a feedback loop between engineering, CS, and product teams to continuously evolve capabilities. The candidate will also define and track key success metrics such as CSAT, Contact Deflection, AI Adoption, and Resolution Rates, turning success into stories that highlight the impact of AI on streamlining support operations.We seek a strategic thinker who can bridge gaps between people, technology, and processes to embed AI into all aspects of customer-facing channels. If you are passionate about revolutionizing customer support through innovative AI solutions, we encourage you to apply.Bachelor's degree in Computer Science or related field5-8 years of experience in Customer Success, Customer Experience, or Digital TransformationProven track record of integrating AI solutions in large/complex organizations with clear outcomesExcellent cross-functional communication skillsAbility to analyze complex databases and communicate findings effectively

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