CX AI Automation Specialist (Czechia)

Responsibilities

• ▹Evaluate clients' existing customer support platforms (Zendesk, Freshdesk, Intercom, etc.) and assess the maturity of their automation and AI feature usage
• ▹Develop AI readiness assessments and roadmaps outlining current-state gaps, target-state vision, and a phased implementation plan
• ▹Identify and recommend AI-powered solutions such as chatbots, NLP-driven ticket classification, auto-triage systems, and agent assist tools
• ▹Conduct structured discovery and audit sessions with clients to assess operations, ticketing workflows, SLAs, and KPIs (CSAT, FCR, AHT, response times)
• ▹Design scalable workflow and automation strategies tailored to each client's support operations, technology stack, and business goals
• ▹Translate technical findings and data-driven insights into clear, actionable, executive-ready recommendations
• ▹Analyze support workflows, ticket categories, volume patterns, and escalation paths to identify inefficiencies and automation opportunities
• ▹Stay current on emerging AI technologies, vendor capabilities, and best practices in customer support automation

Requirements

• ▹Fluency in English
• ▹1+ year of professional experience designing AI-driven customer support automation and workflow optimization strategies
• ▹Strong 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 features
• ▹Solid knowledge of AI applications in customer support (chatbots, NLP, auto-triage, agent assist tools)
• ▹Strong analytical skills to identify automation opportunities and inefficiencies
• ▹Experience designing scalable workflows and automation strategies

Nice to have

• ▹Basic technical understanding of integrations, APIs, and support system architecture
• ▹Experience running structured discovery/audit sessions to analyze support workflows

Soft skills

About the company

SupportYourApp is an international Intelligent Support-as-a-Service company that has been providing business process outsourcing services (technical and customer support) to other IT companies worldwide for 15 years. With 1500+ people in its international community, it supports clients in 60 languages, partners with brands like MasterCard, Calm, and MacPaw, and also builds its own product, Quidget.