Customer Service AI Operator
Job Summary
You will transform reactive customer service operations into a structured, AI-driven system. The role involves hands-on customer service experience to understand operational needs, followed by building and tuning AI workflows for automated triage and routing. You will become a system operator who controls and improves AI tools to ensure predictable and reliable service performance.
Responsibilities
- Map end-to-end customer service workflows
- Build and automate AI triage/routing systems
- Monitor and adjust AI performance daily
- Handle exception cases and report on metrics
- Continuously improve operational workflows
Required Skills
- Systematic thinking
- Proficiency with AI tools (ChatGPT, Claude, Respond.io)
- Operational analysis
- Self-directed problem solving
- Data-driven iteration
Job Details
### Responsibilities
- Map the entire customer service flow end to end: where enquiries arrive, how they are currently handled, what gets missed, and what takes too long.
- Extract rules from experienced operations staff to convert instinctive judgment into documented processes.
- Build AI workflows that triage, prioritise, and route customer cases automatically using tools like Respond.io, ChatGPT, and Claude.
- Monitor system performance daily to identify successes, errors, and necessary adjustments.
- Handle cases flagged as exceptions (the 20% that require human oversight).
- Report weekly on coverage, response times, and gap patterns.
- Continuously improve the system performance on a weekly basis.
### Requirements
- Systematic thinking: ability to analyze messy processes and identify structure.
- Curiosity about human decision-making and operational logic.
- Comfort with iterative work: ability to build, test, and refine drafts/systems without requiring constant external validation.
- Fast and self-directed work style: ability to prioritize and act on problems immediately.
- Daily, heavy use of AI tools (ChatGPT, Claude, Respond.io) to research, structure, automate, and draft content.
- Ability to identify correct questions, detect AI output errors, and enhance system intelligence over time.
- Willingness to learn advanced tools like Anthropic’s Claude Code.
- Interest in cross-functional contribution (e.g., graphic design, video editing, or content creation) is a plus.