Customer Support Business Transformation Planning Specialist

Redesign merchant and user customer-support operations with AI assistance. Identify AI use cases from inquiry data and workflows, design AI-enabled processes and automation, define KPIs, measure results, and drive improvements while coordinating stakeholders and leading implementation and adoption.

Responsibilities

• Identify AI application areas, analyze issues, and plan operational improvements using inquiry data and workflows
• Design customer-support processes and operations using generative AI and AI assistance
• Define KPIs, visualize operations, measure outcomes, and execute improvement initiatives
• Align with management and related departments and provide reporting
• Lead the strategy, implementation, and adoption of AI-enabled customer-support transformation
• Drive planning, negotiation, and implementation of semi-automation enabling collaboration between people and machines

Requirements

• Experience leading business transformation projects
• Experience driving AI utilization or automation projects
• At least 2 years of experience coordinating stakeholders and consolidating business requirements
• Self-directed learning and willingness to adopt current technologies
• Strong teamwork and ability to translate business needs into technical solutions
• Proposal, negotiation, coordination, logical thinking, process visualization, and document preparation skills are desirable

Benefits

• Hybrid workstyle
• Super-flexible working hours with no core hours
• Weekends, public holidays, year-end, and New Year holidays
• 14 days of annual paid leave in the first year, prorated by joining month and available from the start date
• 3 or 5 personal leave days per year for illness, injury, medical appointments, and family or pet care
• Social insurance
• Corporate defined-contribution pension plan
• Exposure to customer-support systems across upstream planning through downstream operations
• Opportunity to build an AI-enabled customer-support platform and learn new technologies
• Collaboration with engineers, data analysts, and project managers