CS Process AI Automation Specialist w/m

Our requirements

• Customer Service Background: Solid experience as a Customer Service Agent, Senior Representative, or Helpdesk Specialist, giving you a deep intuitive understanding of customer pain points and ticketing systems.
• AI Literacy: A basic understanding of how Large Language Models (LLMs) work, alongside practical experience using Generative AI tools (e.g., ChatGPT, Copilot) to improve your own daily productivity.
• Analytical Mindset: Strong pattern recognition skills and the ability to turn chaotic manual processes into structured, logical workflows.
• Tech-Savviness: Quick to adapt to new software, CRM platforms, and automation tools. You will have to take & pass a couple of AI online training sessions before joining the team.
• Communication Skills: The ability to translate technical automation concepts into simple, actionable training for non-technical team members.
• Mindset: A proactive, problem-solving attitude with the eagerness to transition from standard daily operations into a dynamic, project-oriented role.
• Language: Proficiency in English

Optional

• Experience or strong interest in e-commerce or retail
• Exposure to IT project coordination or transformation work

Your responsibilities

• Process Mapping & Automation: Deconstruct customer service issues into step-by-step logical workflows (if/else conditions) and identify repetitive tasks ripe for automation.
• AI Implementation & Prompting: Write clear, contextual instructions (prompts) for Large Language Models (LLMs) to generate response drafts and automate ticket categorization.
• Quality Assurance & Supervision: Maintain a critical eye for detail by testing automated responses, detecting AI "hallucinations," and ensuring all outputs align with our brand's tone of voice.
• Change Management & Training: Act as the vital liaison between the technical automation team and the active Customer Service team; gather user feedback and train support agents on how to effectively work alongside AI tools.
• Continuous Improvement: Constantly review ticketing rules and workflows to eliminate friction points for both customers and agents.

About the project

This is how we organize our work

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What we offer

• Stable employment and attractive salary
• Private medical care and sports packages for you and your family
• Support from experienced and well-coordinated team
• A tailored onboarding process will be provided to the hired candidate to ensure they have the knowledge needed to become fully operational in the role.
• No dress code, relaxed and supportive atmosphere
• Multicultural environment with high percentage of staff being native speakers of various languages
• Work-life balance: no Sunday or evening work
• Attractive discounts for our products
• Integration events
• 26 days off regardless of seniority
• Office in the city center

Benefits

• sharing the costs of sports activities
• private medical care
• sharing the costs of foreign language classes
• sharing the costs of professional training & courses
• flexible working time
• fruits
• corporate products and services at discounted prices
• integration events
• no dress code
• coffee / tea

Beliani