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Manager - AI Customer Experience
Full-time
Cyncly is a global technology company transforming how customizable products and spaces are imagined, designed, sold, and made, serving 70,000+ customers across 100+ countries.
Key Responsibilities
Lead the delivery of AI-enabled customer support initiatives across a broad software product portfolio.
Identify high-value opportunities for AI triage, automation, deflection, and self-service improvement.
Work with support, product, and operations teams to design, launch, and improve AI-powered workflows.
Own and optimise Zendesk AI capabilities, including intelligent triage, automation, knowledge integration, and live chat.
Define success metrics, track performance, and communicate progress and opportunities to stakeholders.
Requirements
5-10 years in customer experience, support operations, service delivery, or customer success within SaaS.
Track record of delivering AI, automation, or self-service improvements that improved support outcomes.
Hands-on understanding of Zendesk, Freshdesk, Intercom, Salesforce Service Cloud, or similar.
Experience with Zendesk Advanced AI, Intelligent Triage, or conversational AI.
Strong data orientation and excellent communication skills.
Nice to Have
Exposure to prompt engineering, knowledge management, AI agents, or workflow automation.
