(fluent English) Automation Specialist (remote, Europe)

SupportYourApp

13h • Remote

About The Position

SupportYourApp is an international Intelligent Support-as-a-Service company that has been providing business process outsourcing services to other IT companies around the globe (technical and customer support, services to improve customer experience) for the past 15 years. We have 1500+ people in our international community. We operate globally, supporting clients in 60 languages, partnering with industry leaders like MasterCard, Calm and MacPaw. With international hubs and coworking spaces around the world, we also develop innovative products like Quidget and improve the customer experience every single day. We are looking for an Automation Specialist to join our community — someone passionate about transforming business processes into intelligent, automated solutions and applying AI in real operational environments.

Requirements

• Fluency in English;
• 1+ year of professional experience in designing AI-driven customer support automation and workflow optimization strategies;
• 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.

Benefits

• Providing services during business hours;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your growth and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed