[Hiring] AI Automation Specialist, Customer Experience @Hyprwork

Role Description

This is not a customer service role with AI sprinkled on top. This is a technical role for someone who builds, ships, and iterates on AI-powered systems, and whose domain happens to be customer experience.

Hyprwork's CX operation serves a large and growing customer base across email, phone, and chat channels. The current setup runs on Richpanel and Aircall, supported by a team of human agents. The problem is efficiency:

• Resolution times are too long.
• Containment rates are too low.
• The team cannot scale linearly with customer growth.

The solution is an AI-first CX layer that handles routine interactions autonomously, routes complex cases intelligently, and gives human agents the tools to resolve issues faster when they do step in.

You will design, build, and maintain the AI automation layer that powers this transformation. That means:

• Writing and tuning the prompts that drive AI agents.
• Building evaluation frameworks to catch failures before customers do.
• Managing integrations between Claude, Richpanel, and Aircall.
• Translating CX performance data into system improvements.

This role exists because the CX team needs to get dramatically more efficient, and the path to that efficiency runs through AI and automation, not through hiring more agents.

Qualifications

• Real, hands-on experience with LLM-based applications: prompt engineering, knowledge base design, RAG architecture, or AI agent development.
• Comfortable working with Claude or equivalent LLMs via API.
• Familiarity with evaluation methodologies for LLM outputs.
• Python or scripting proficiency sufficient for data extraction, analysis automation, and lightweight integration work.
• Hands-on experience with customer support platforms (Richpanel, Zendesk, Intercom, Gorgias, or equivalent) and telephony systems (Aircall, Dialpad, Talkdesk, or equivalent).
• Understanding of CX metrics (CSAT, NPS, containment rate, first contact resolution, average handle time).

Requirements

• Writing, testing, and iterating on the prompts that power AI-driven customer support across email, chat, and voice channels.
• Building and maintaining the knowledge base architecture that feeds AI agents.
• Designing conversation flows that resolve customer issues autonomously.
• Tuning AI responses for accuracy, tone, compliance, and resolution quality.
• Building evaluation frameworks and test suites that measure AI agent performance.
• Running structured evals to catch regressions, hallucinations, and edge cases.
• Monitoring containment rate, CSAT, average handle time, and sentiment metrics.
• Managing and optimizing the Richpanel and Aircall configurations.
• Partnering with the AI Technical Manager and engineering on integrations.
• Analyzing call transcripts, chat logs, and ticket data to identify patterns.
• Documenting system architecture, prompt strategies, and operational playbooks.

Benefits

• A fully remote position with real ownership over a critical business transformation.
• Competitive compensation and exposure to a high-growth DTC brand scaling globally.
• A culture that values speed, accountability, and intellectual honesty.
• Direct collaboration with the AI Technical Manager on projects that have immediate business impact.
• Room to grow as the AI function expands across the organization.