Ai Support

hace 5 días

San Miguel de Tucumán, Argentina Sovos Compliance A tiempo completo

**Title: AI Support & Optimization Analyst**

Department: Client Support

**Position Overview**

As an AI Support & Optimization Analyst you will be focused on implementing, monitoring, and optimizing AI technologies that enable scalable customer support operations. This position is responsible for ensuring AI support tools function effectively, analyzing their performance, and identifying opportunities to expand AI capabilities to handle greater support volume while maintaining quality standards.
- Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time._

**Responsibilities**:

- Monitor and optimize AI-powered customer support systems (chatbots, automated ticketing, intelligent routing, etc.)
- Analyze AI system performance metrics to identify bottlenecks and opportunities for scaling support operations
- Configure and fine-tune AI tools to handle additional customer inquiries without human intervention
- Track resolution rates, containment metrics, and customer satisfaction for AI-handled interactions
- Assist in implementing governance protocols to ensure AI systems adhere to quality and compliance standards
- Create and maintain documentation for AI systems used in customer support
- Analyze customer support interactions to identify new use cases for AI automation
- Support A/B testing of different AI approaches to determine optimal configurations
- Generate regular reports on AI system performance, scale metrics, and efficiency gains
- Collaborate with support teams to gather feedback on AI tools and refine automation logic

**Organizational Alignment**

Reports to: Director, AI & Governance

This position has no direct reports

**Skills Required**:

- Excellent written and verbal communication skills with a customer-first mindset
- Fluent in English both verbal and written.
- Bachelor's degree in Computer Science, Data Science, Business Analytics, or related field
- 1-3 years of experience in support operations, data analysis, or related roles
- Understanding of customer support workflows and technologies
- Strong analytical and problem-solving skills
- Excellent communication skills and ability to collaborate with technical and non-technical teams
- Experience with customer support platforms and ticketing systems is required
- Understanding of customer support KPIs and scaling metrics
- Ability to identify opportunities for automation and scale
- Attention to detail and accuracy
- Project management and organizational skills
- Customer-focused mindset with emphasis on service quality at scale
- Adaptability and willingness to learn new technologies

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