Key Responsibilities:

• Proactive Resolution: Use predictive analytics to identify potential customer issues before they escalate (e.g., detecting shipping delays and reaching out first).
• Human-AI Collaboration: Act as the "Human-in-the-Loop," taking over complex, high-emotion queries transitioned from our Agentic AI bots.
• Contextual Personalization: Utilize real-time sentiment analysis and historical data to tailor every interaction, ensuring customers never have to repeat their history.
• Revenue Advocacy: Identify "moments of truth" during interactions to recommend relevant upgrades or services (upselling/cross-selling) that add genuine value.
• Voice of Customer (VoC) Reporting: Translate daily customer friction points into actionable data for our Product and Marketing teams.

Required Tools & Technical Stack

To qualify for this position, candidates must demonstrate proficiency or a high "learnability" index for the following 2026 industry standards:

• Omnichannel CRM: Zendesk AI, Salesforce Service Cloud, or HubSpot Service Hub
• AI Support Tools: Intercom Fin, Glean (knowledge search), or Forethought
• Sentiment Analysis: Clarabridge, MonkeyLearn, or Qualtrics XM
• Communication: Slack, Microsoft Teams, and Cloud Telephony (e.g., Aircall or RingCentral)
• Co-pilot Systems: Experience with ChatGPT-5/Claude 4 for real-time draft generation and summarization

Core Competencies

• Digital Literacy: Ability to pivot between multiple software platforms while maintaining a high "First Contact Resolution" (FCR) rate.
• Emotional Intelligence (EQ): High-level de-escalation skills for sensitive or complex cases that require a human touch.
• Data Fluency: Comfortable reading customer health scores and translating them into personalized service strategies.
• Optichannel Agility: Mastery of switching tone and style across voice, video, chat, and social media platforms (Threads, WhatsApp, Bluesky).

Qualifications

• Experience: 1–3 years in a high-volume customer-facing role (SaaS, FinTech, or e-commerce preferred).
• Education: High School Diploma required; Bachelor’s degree or relevant CX certifications (e.g., CCXP) is a significant advantage.
• Stats to Beat: We look for candidates who have consistently maintained a CSAT (Customer Satisfaction) score of 90%+ and an average Resolution Time 15% faster than the industry average.