CX Operations Consultant, Fluent English

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SupportYourApp

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📦 Logistics

📣 Marketing

💰 Venture Round on 2017-10

Consulting • Logistics • Marketing

SupportYourApp is an outsourced customer service company originally founded in Kyiv, Ukraine, and now operating globally in over 7 locations. With a decade of expertise, it specializes in providing 24/7/365 third-party customer service in more than 60 languages to over 250 businesses worldwide. SupportYourApp is dedicated to enhancing customer satisfaction by delivering empathetic and professional support across various communication channels. Their services are integrated into a custom-built QCRM system and compliant with security standards such as PCI/DSS & ISO/IEC 27001:2013. The company partners with tech giants like Calm, MacPaw, and SplitIt, offering scalable support solutions that include customer service, tech support, and back-office outsourcing.

📋 Description

• Evaluate clients' existing customer support platforms, including Zendesk, Freshdesk, and Intercom, and assess automation and AI feature maturity • Develop AI readiness assessments and roadmaps covering current-state gaps, target-state vision, and phased implementation plans • Identify and recommend AI-powered solutions such as chatbots, NLP-driven ticket classification, auto-triage systems, and agent assist tools • Conduct structured client discovery and audit sessions covering ticketing workflows, SLAs, and KPIs such as CSAT, FCR, AHT, and response times • Design scalable workflow and automation strategies tailored to client operations, technology stacks, and business goals • Translate technical findings and data-driven insights into actionable recommendations and executive-ready deliverables • 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 customer support automation best practices

🎯 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, including ticketing workflows, SLAs, and KPIs such as CSAT, FCR, and AHT • Hands-on experience with Zendesk, Freshdesk, and Intercom, including automation and AI features • Solid knowledge of customer support AI applications, including chatbots, NLP, auto-triage, and agent assist tools • Strong analytical skills for identifying automation opportunities and inefficiencies • Experience designing scalable workflows and automation strategies • Basic technical understanding of integrations, APIs, and support system architecture is an advantage • Experience running structured discovery or audit sessions is an advantage • Understanding how to assess and prioritize initiatives based on ROI and business impact is an advantage • Experience translating findings into clear, actionable recommendations is an advantage • CV must be submitted in English

🏖️ Benefits

• Providing services during business hours • Opportunity to cooperate fully remotely • Inclusive international environment • Compensation in USD • Rewards for referring friends • Balance between project workload and personal time • Internal health policy • Responsive leadership interested in your growth and long-lasting cooperation • Greenhouse conditions for self-development • Culture built on trust, with no time-tracking requirements • Benefits and conditions defined in the engagement agreement; eligibility may vary for independent contractors