Customer Service AI Specialist

RepForce.ai is a technology company focused on using artificial intelligence to transform customer service and support operations. The Customer Service AI Specialist is responsible for designing and optimizing AI-driven customer support solutions, collaborating with teams to improve workflows and enhance customer satisfaction.

Responsibilities:

• Designing, configuring, and optimizing AI-driven customer support solutions
• Analyzing customer service workflows and defining use cases for AI automation
• Collaborating with product and engineering teams to implement and refine AI models
• Reviewing customer interaction data and adjusting conversation flows
• Testing system performance to improve accuracy, responsiveness, and customer satisfaction
• Partnering with client-facing teams to gather feedback, create best practices, and provide training or documentation
• Monitoring key metrics, troubleshooting issues, and recommending enhancements to ensure reliable and inclusive customer experiences

Requirements:

• Experience with customer service operations, including handling inquiries, resolving issues, and improving support workflows
• Familiarity with AI or automation platforms used in customer support, such as chatbots, virtual assistants, or ticket routing systems
• Strong analytical skills for interpreting customer interaction data, identifying patterns, and recommending process or system improvements
• Clear written and verbal communication skills for documenting use cases, creating guidelines, and collaborating with technical and non-technical stakeholders
• Ability to work independently in a remote environment, manage priorities, and coordinate with distributed teams across time zones
• Understanding of customer experience principles, including empathy, accessibility, and inclusive communication practices
• Background in customer support, operations, product management, or a related field
• Bachelor's degree in a relevant field (such as Business, Communication, Information Systems, or similar) or equivalent practical experience
• Experience in SaaS or technology companies is a plus