(fluent English) CX Operations Consultant (Azerbaijan, remote)

SupportYourApp

22h•Remote

About The Position

SupportYourApp is an international Intelligent Support-as-a-Service company with 15 years of experience providing business process outsourcing services globally. We are seeking a CX Operations Consultant passionate about transforming business processes into intelligent, automated solutions and applying AI in real operational environments. The role involves evaluating client support platforms, developing AI readiness assessments, recommending AI-powered solutions, and designing scalable workflow and automation strategies.

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)
Strong analytical skills to identify automation opportunities and inefficiencies
Experience designing scalable workflows and automation strategies

Nice To Haves

Basic technical understanding of integrations, APIs, and support system architecture
Experience running structured discovery/audit sessions to analyze support workflows, ticket categories, and volumes
Understanding of how to assess and prioritize initiatives based on ROI and business impact
Experience translating findings into clear, actionable recommendations

Responsibilities

Evaluate clients' existing customer support platforms (Zendesk, Freshdesk, Intercom, etc.) and assess the maturity of their automation and AI feature usage.
Develop AI readiness assessments and roadmaps that outline current-state gaps, target-state vision, and a phased implementation plan.
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.
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).
Design scalable workflow and automation strategies tailored to each client's support operations, technology stack, and business goals.
Translate technical findings and data-driven insights into clear, actionable recommendations and executive-ready deliverables for both technical and non-technical stakeholders.
Analyze support workflows, ticket categories, volume patterns, and escalation paths to identify inefficiencies, bottlenecks, and high-impact automation opportunities.
Stay current on emerging AI technologies, vendor capabilities, and best practices in customer support automation to advise clients on innovation opportunities.