AI Enabler – Customer Support

Essential Functions

• Identify, evaluate, and implement AI-driven solutions to optimize customer support workflows, including ticket triage, knowledge delivery, and response automation
• Partner with Product and Engineering to deploy and enhance AI tools such as virtual agents, agent assist capabilities, and workflow automation
• Integrate AI solutions into support operations to improve key performance metrics, including response time, resolution time, and customer satisfaction
• Collaborate with Revenue Cycle subject matter experts to ensure AI solutions align with healthcare billing, payments, and patient engagement workflows
• Maintain monitoring of AI performance, validate outputs, and ensure accuracy, quality, and compliance with healthcare regulations and data privacy standards
• Develop and maintain documentation, playbooks, and best practices to support AI adoption across the organization
• Lead training and enablement efforts to drive effective use of AI tools within Customer Support
• Analyze support data and AI performance metrics to identify trends, gaps, and continuous improvement opportunities
• Serve as a cross-functional liaison, providing insights and recommendations to influence product enhancements and support strategy

Minimum Qualifications

• Bachelor’s degree in Business, Information Systems, Healthcare Administration, or related field, or equivalent work experience
• 3+ years of experience in Customer Support Operations, Support Enablement, or related roles within a SaaS or technology environment
• Experience working with AI-powered tools or automation within a customer support or service environment
• Working knowledge of Revenue Cycle Management (RCM) processes, including billing, claims, or patient financial engagement
• Strong analytical and problem-solving skills with the ability to translate operational needs into technical solutions
• Demonstrated ability to manage cross-functional initiatives and influence stakeholders

Preferred Qualifications

• Experience with customer support platforms such as Salesforce Service Cloud, Zendesk, or similar technologies
• Exposure to AI technologies, including conversational AI, large language models, or prompt design
• Experience in healthcare technology or regulated environments (HIPAA compliance)
• Familiarity with knowledge management and workflow automation tools