Back
Associate CX Manager, AI Support
Full-time
About the Role
We're looking for a Customer Experience Associate Manager to optimize our multi-channel support operations and ensure we're delivering world-class service to our digital subscription customers. The ideal candidate has 3-4 years of operational experience with expertise in intelligent automation.
This role requires a deep understanding of customer support tools and building workflows with precision. The Associate Manager must be a tenacious and analytical thinker, eager to dive into complex issues and drive impactful improvements in support delivery and customer satisfaction.
Responsibilities
Continuously update both the internal and customer-facing knowledge base and workflow documentation for the CX team.
Identify and automate recurring workflows across our CX teams.
Experiment with tools, build prototypes, test automations, and help redesign how interactions are automated across different channels without sacrificing customer support quality.
Analyze CX data (efficiency, quality, customer sentiment) to spot patterns and opportunities for automation.
Document and improve current-state processes, SOPs, and tooling flows with an eye toward scalability and clarity.
Establish governance for the support center and chatbot content to ensure consistency, accuracy, and relevance across channels.
Define and execute the roadmap for AI-powered support experiences, including chatbot, agent assist, and IVR.
Continuously improve containment and resolution rates by optimizing bot flows, self-service experiences, and knowledge delivery.
Stay on top of emerging trends in AI and customer support technology, proactively proposing innovations that improve customer and agent outcomes.
Collaborate cross-functionally to embed AI support moments into the broader customer journey.
