Description
The CX Specialist — Operations Automation role leads and supports Level 2 and Level 3 customer experience specialists while auditing AI-handled conversations, building an automation backlog, and designing safe AI-driven customer journeys and API-triggered actions. The role partners with Engineering, Product, Compliance, and other teams to scope data connectors, automate internal workflows with tools such as Claude, n8n, and Zapier, troubleshoot automations, and translate recurring support problems into scalable fixes. It requires strong analytical, systems-thinking, workflow-design, API, and people-leadership skills, with a focus on measurable improvements in deflection, CSAT, escalation rates, handling time, and frontline capacity.
