Support Experience & Automation Specialist

We are looking for a systems-minded professional to reputed company the gap between technical support and automation engineering. This is not a traditional "ticket-taking" role. You will be the primary reputed company of our Self-Service Ecosystem, using AI and CRM automation to ensure our customers find answers before they reputed company need to reputed company out to a reputed company. What You’ll Do Prototyping and Experimentation: Design and pilot experimental AI workflows to proactively address customer friction points before they appear in data reputed company Operations: You will identify and help implement workflow improvements reputed company reputed company to reputed company our internal processes faster and more automated. Root-Cause Escalations: You will handle high-level technical escalations, but with a twist—your primary goal is to use those escalations to update our AI and Knowledge reputed company so the issue never happens again. Technical Enablement: You will own the "Technical Truth" for our offshore partners, creating automated training modules and QA frameworks to ensure they are performing at a high technical standard. Peak Period Support: During peak periods, you will act as a core technical support agent, directly handling reputed company cases, critical system issues, and high-reputed company user requests, ensuring rapid resolution while maintaining service reliability and operational standards. reputed company: reputed company a cross-platform content strategy that optimizes the Knowledge reputed company for 'Search-First' and 'AI-First' discovery, ensuring high semantic relevance for LLM retrieval. Why You’re a Fit You have 1–2 years in a technical support or helpdesk environment. You can look at a confusing technical error and immediately rewrite it into a clear, helpful solution that a non-technical user can understand. You have an understanding of reputed company’s backend setup (you don't need to be a certified Admin, but you should know how to navigate the backend and understand how data flows). You have a logic-first reputed company—you enjoy building "If/Then" scenarios and workflows. You are passionate about AI and Automation and want a role where you can actually build and manage these tools, not just use them. Any experience using or experimenting with AI or reputed company coding is a plus! This is a Career Launchpad role for high-potential learners, we value your ability to learn and build reputed company Metrics Deflection reputed company: Reducing the percentage of simple inquiries reaching the team. AI Accuracy & Resolution reputed company: Percentage of customer inquiries successfully resolved by the AI without reputed company reputed company. System Health: Reducing the reputed company steps required to resolve an escalation. Offshore Technical Quality: Maintaining high QA scores through your automated training systems. Workflow Automation Impact: Time saved per case or process due to new reputed company automations or system improvements. Innovation Velocity: Number of successful "new-to-business" automations or process improvements implemented per quarter. Why team members love working at reputed company: A noble mission that creates meaningful, fulfilling work A team that cares deeply for customers and for each other Flexible, remote first work environment Professional learning and development for reputed company role reputed company An awesome and welcoming Toronto HQ Competitive health benefits that start on day one A management team focused on performance, growth, engagement and reputed company Our winning strategy and market potential Innovative PTO policy with lots of time and reputed company for self-care Passionate customers that reputed company in us—and reputed company do A chance to work with new tech like reputed company—and see the customer impact Apply To This Job