Customer Support Automation Project Manager (AI and Chatbot)

At Workwize, we’re helping IT teams to easily equip their remote and global teams with all necessary IT equipment. Our automated SaaS platform simplifies hardware deployment, management, and retrieval with fast, reliable deliveries in 100\+ countries.

With 50.000 users and 120.000 devices under management, we’re solving hybrid work challenges like laptop deliveries, returns and equipment tracking, allowing IT teams to focus less on manual hassles and more on strategic initiatives.

Join our team to help shape the future of global collaboration. At Workwize, your work will make a real impact in building smarter, more connected workplaces worldwide.

LinkedIn has also recognized Workwize as one of the Top 10 Startups for 2025 in the Netherlands!

About the Role

We are looking for a Customer Operations Automation Lead to design and implement automation and AI-powered workflows that scale our support operations. This role focuses on building systems that reduce manual work, improve response quality, and turn customer insights into operational improvements.

You will own our Support AI platform ****end-to-end, including its strategy, configuration, integrations, and performance outcomes. Your work will directly impact customer self-service, internal efficiency, and scalability across Customer Operations.

You will report into the Customer Operations Manager and work closely with Support, Product, Engineering, and Knowledge Management. This role has no direct reports, but carries high ownership and accountability.

Your Responsibilities Include

1. AI Integrations \& Automation

• Own AI Support Software (e.g. Forethought, Pylon) as a product within Customer Operations: setup, optimisation, maintenance, and roadmap. Own integrations between:

• Forethought ↔ Zendesk

• Forethought ↔ Workwize platform

• Forethought ↔ internal tooling (e.g. Filament)

• Define and execute the AI deflection roadmap with a target of

40% ticket deflection

• Collaborate with Engineering and Product to scope and deliver technical changes

• Drive a roadmap of project, prioritized by impact to improve User experience and Agent efficiency

• Ensure AI Support Software is correctly trained, structured, and continuously improved. Identify, design, and implement automations to:

• Automate

40% of internal support processes

within Forethought

• Reduce manual handling, repeat tickets, and escalations

2. Knowledge Base \& Deflection Analytics

• Partner closely with the

FAQ / Knowledge Base writer

• Use AI Support Software and Zendesk analytics to:

• Identify deflection gaps

• Highlight low-performing or missing FAQ content

• Recommend data-driven content improvements

• Translate insights into clear, actionable updates for self-service success

• Track and report on:

• Deflection rate

• Automation coverage

• AI resolution accuracy

• Run experiments, iterate on AI workflows, and continuously improve outcomes

• Proactively identify new automation opportunities as Workwize scales

3. Drive excellence into our Support Experience

• Own and drive a roadmap of cross-functional projects aimed at improving the end-to-end Support experience for customers and internal teams

• Identify, scope, and prioritise initiatives based on impact, effort, and scalability, ensuring focus on the highest-value improvements

• Lead projects across multiple dimensions of Support (processes, tooling, automation, workflows, communication, and reporting)

• Ensure projects are well-structured, clearly documented, and delivered on time, with strong attention to detail at every step

What Success Looks Like

• 40% customer ticket deflection achieved and sustained

• 40% of internal support processes automated via AI Support Software

• Stable, well-documented AI integrations across systems

• Data-driven improvements to FAQs and self-service flows

• Reduced operational load on Customer Operations without quality loss

Who You Are

• Analytical and structured, with a bias toward measurable outcomes and efficiency

• Structured, rigorous, with a high attention to details - and problem solving skills

• Comfortable working cross-functionally without formal authority

• Curious, proactive, and confident using AI and automation tools

• Clear, concise communicator who translates data into action

What You Bring

• 4–6\+ years in Customer Operations, Support Operations, Automation, or AI-related roles

• Hands-on experience with AI support tooling (Forethought preferred)

• Working knowledge of Zendesk (workflows, intents, reporting, automations) or other support tools

• Experience owning systems, processes, or platforms end-to-end

• Strong analytical skills and comfort working with performance metrics

• Experience in fast-paced, scaling SaaS or tech environments

• Advanced English (written and spoken)

Bonus Skills

• Zendesk admin or advanced configuration experience

• Experience with internal tooling (Filament, Airtable)

• Background in AI training, deflection optimisation, or self-service strategy

• Exposure to analytics tools

• Experience in operations-heavy or multi-time-zone environments

Our Team

Becoming part of Workwize means making an impact. We make sure that we will contribute to the change in the way of working. For us it is also important that we make an impact on our employees, that they feel challenged and ease. We consist of a rapid growing and ambitious team with all different backgrounds. Entrepreneurs, Operational specialists, Developers, Sales gurus you can find them all at Workwize and are always on the look-out for the next original ideas to reach more consumers and create the best value for our customers.

We are looking forward to meeting you and discover if there is a match with the Workwize team!