Customer Experience Analyst | Remote

Role Responsibilities

• Design high-fidelity, challenging customer success prompts and training tasks for AI systems.
• Analyze current workflows and recommend improvements for enhanced efficiency and effectiveness.
• Collaborate cross-functionally to ensure alignment of AI training tasks with real-world customer support challenges.
• Utilize platforms such as Zendesk, Intercom, Gorgias, and ServiceNow to simulate and assess complex customer inquiries.
• Create diverse scenarios reflecting actual customer interactions to ensure rigorous AI evaluation and training.
• Deliver clear, actionable feedback to both technical and non-technical stakeholders on task performance and workflow optimizations.

Requirements

• Strong relevant experience in customer success management or a related field.
• Demonstrated expertise with customer support tools such as Zendesk, Intercom, Gorgias, and ServiceNow.
• Possess exceptional analytical thinking and advanced problem-solving abilities.
• Proven capability in scenario creation, feedback delivery, and complex workflow analysis is essential.
• Excellent written and verbal communication skills for both technical and non-technical audiences are required.