(fluent English) AI Integration Specialist (remote)

SupportYourApp

12h•Remote

About The Position

SupportYourApp is an international Intelligent Support-as-a-Service company with over 15 years of experience providing business process outsourcing services to IT companies globally. We specialize in technical and customer support, and services to improve customer experience. With a community of over 1300 people, we operate in 60 languages and partner with industry leaders. We are seeking an AI Integration Specialist passionate about transforming business processes into intelligent, automated solutions and applying AI in real operational environments.

Requirements

Fluency in English
Strong understanding of customer support operations (ticketing workflows, SLAs, KPIs like CSAT, FCR, AHT)
Hands-on experience with platforms such as Zendesk, Freshdesk, and Intercom, including their automation and AI features
Solid knowledge of AI applications in customer support (chatbots, NLP, auto-triage, agent assist tools)
Ability to run structured discovery/audit sessions and analyze support workflows, ticket categories, and volumes
Strong analytical skills to identify automation opportunities and inefficiencies
Experience designing scalable workflows and automation strategies
Ability to assess and prioritize initiatives based on ROI and business impact
Excellent communication skills to translate findings into clear, actionable recommendations

Nice To Haves

Basic technical understanding of integrations, APIs, and support system architecture.

Responsibilities

Conduct structured discovery and audit sessions with clients to assess current operations, including ticketing workflows, SLAs, and key performance metrics (CSAT, FCR, AHT, response times).
Analyze support workflows, ticket categories, volume patterns, and escalation paths to identify inefficiencies, bottlenecks, and high-impact automation opportunities.
Evaluate clients' existing customer support platforms (Zendesk, Freshdesk, Intercom, etc.) and assess the maturity of their automation and AI feature usage.
Design scalable workflow and automation strategies tailored to each client's support operations, technology stack, and business goals.
Identify and recommend AI-powered solutions such as chatbots, NLP-driven ticket classification, auto-triage systems, and agent assist tools to improve efficiency and customer experience.
Develop AI readiness assessments and roadmaps that outline current-state gaps, target-state vision, and a phased implementation plan.
Translate technical findings and data-driven insights into clear, actionable recommendations and executive-ready deliverables for both technical and non-technical stakeholders.
Stay current on emerging AI technologies, vendor capabilities, and best practices in customer support automation to advise clients on innovation opportunities.