North AmericaFull TimeOperations
Remotely
resttypescriptjavascriptzendeskapiswebhookstriggersautomations
Job Description
📋 Description
- Own and evolve AI-powered triage and routing for inbound tickets
- Build and optimize AI agents for returns, order status, warranties, and policies
- Develop AI-based QA to evaluate tickets and improve quality
- Troubleshoot CX systems issues (routing, handoff, tagging, reporting)
- Own Zendesk config: fields, views, triggers, automations, macros, perms
- Align routing between scheduling and omnichannel queues
🎯 Requirements
- Hands-on Zendesk admin/ development (triggers, automations, fields, APIs)
- Experience building AI- or LLM-powered automation for support workflows
- Strong understanding of customer service processes and issues
- Scripting/integration with TypeScript or JavaScript, REST APIs, webhooks
- Diagnose production issues and implement practical solutions
- Owns problems, operates without a fixed playbook
🎁 Benefits
- Annual base salary: $75,000–$100,000 USD
- Equity opportunities for eligible employees
- Healthcare for employees and dependents
- 401(k) enrollment
- Fully remote role open to continental US
- Flexible/hybrid options near offices
