CX Operations, AI Enablement Specialist

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Archive

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🛍️ eCommerce

🏪 Marketplace

💰 $30M Series B - Archive on 2025-02

SaaS • eCommerce • Marketplace

Archive is a company that partners with consumer brands to build and scale branded resale (recommerce) businesses. It offers a cloud platform and suite of products — including branded recommerce storefronts, peer-to-peer marketplace support, resale point-of-sale, trade-in and take-back tooling, warranty & repair, resale logistics and a resale WMS — all driven by “Archive Intelligence,” an AI layer providing a unified product catalog, dynamic pricing engine, analytics, and automation to optimize operations and margins. Archive positions itself as an operating system for brand-owned resale, helping brands acquire new customers, increase lifetime value, and run profitable secondhand channels.

📋 Description

• Own and evolve the AI triage system that classifies and routes inbound tickets and maintain AI specialist agents • Build new AI agents and tune existing agents for issue types, tone, and brand voice • Update ticket routing and classification logic as policies and brands change • Build AI QA agents to review tickets against defined criteria • Resolve live production issues including duplicate triage executions, agent handoff errors, double public replies, and tag-matching failures • Serve as first responder for Zendesk routing failures and reporting gaps • Investigate system-adjacent issues such as carrier-scan delays and dispute bugs • Own Zendesk fields, views, tags, triggers, macros, and configuration • Align WFM routing between scheduling and the omnichannel queue engine, including forecasting and adherence/utilization tracking • Build and maintain the Zendesk MCP server, API keys, and OAuth permissions • Manage account creation, deletion, and permissions • Build and maintain integrations connecting Zendesk to internal systems • Track containment and deflection through tag-based analysis and diagnose root causes when rates drop • Build and maintain Zendesk Explore reporting for reliable self-serve data • Expand automation coverage to additional ticket types • Audit and clean up triggers, automations, and macros • Refine classification and triage accuracy • Build monitoring and QA for AI agents • Instrument fraud, dispute, and abuse signals into AI agents to support Trust & Safety detection

🎯 Requirements

• Hands-on Zendesk administration and development experience with triggers, automations, custom fields, and APIs • Experience building AI or LLM-driven automation, ideally for support, classification, or routing • Working knowledge of customer service workflows and issues • Scripting and integration skills, such as TypeScript or JavaScript • Familiarity with REST APIs and webhooks • Comfort operating without a playbook amid shifting scope • High agency, low ego, high EQ; independent and self-directed • Judgment to own a production system with little internal precedent • Curiosity about and fluency in AI, with awareness of rapid developments • Comfort building fast, scrappy solutions • Startup experience or equivalent comfort with ambiguity and shifting scope • SQL and experience with a BI or analytics tool (nice to have) • Additional coding languages beyond the must-haves (nice to have) • Must be authorized to work in the US and currently located in the continental US

🏖️ Benefits

• Equity eligibility • Full benefits package • Employee and dependent healthcare • 401(k) enrollment • Remote work • Hybrid options for those nearby