Customer Experience & AI Specialist

Off Duty Management • Katy, TX

1d

About The Position

Off Duty Management is seeking a CX AI Specialist to assist in merging customer relationship management data with technical AI expertise to design, implement, and optimize AI-driven support tools that enhance customer journeys.

Requirements

• Familiarity with OfficerTRAK, Five9, HubSpot, and NetSuite systems
• Familiarity with AI tools (chatbots, automation platforms, CRM intelligence features)
• Strong analytical skills and ability to translate data into actionable insights
• Excellent verbal and written communication skills across all levels of the organization
• Proficient in Microsoft Office applications (Word, Excel, Outlook, and PowerPoint)
• Experience with mobile app systems and customer-facing software platforms
• Ability to plan, multi-task, and manage time effectively in a fast-paced environment
• Comfortable working cross-functionally and driving initiatives independently

Responsibilities

• Maps current and future customer journeys to identify friction points and opportunities for improvement
• Implements and manages AI-powered tools such as chatbots, knowledge bases, and automated workflows, ensuring tone, accuracy, and compliance
• Monitors AI performance data, usage trends, and customer health metrics to drive informed actions
• Partners with the training team to assist with team member adoption of AI tools
• Acts as a liaison between customer feedback and technical teams to translate customer needs into actionable enhancements
• Creates and maintains high-quality support documentation, tutorials, and self-service resources
• Trains AI systems using customer data, FAQs, and real-world scenarios to improve accuracy and usefulness
• Performs other duties, tasks, and responsibilities as assigned by management to support organizational goals and objectives

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree