[Hiring] AI Integration Specialist @SupportYourApp

Role Description

We are looking for an AI Integration Specialist to join our community — someone passionate about transforming business processes into intelligent, automated solutions and applying AI in real operational environments.

What you will do:

• Conduct structured discovery and audit sessions with clients to assess current operations, including ticketing workflows, SLAs, and key performance metrics (CSAT, FCR, AHT, response times);
• Analyze support workflows, ticket categories, volume patterns, and escalation paths to identify inefficiencies, bottlenecks, and high-impact automation opportunities;
• Evaluate clients' existing customer support platforms (Zendesk, Freshdesk, Intercom, etc.) and assess the maturity of their automation and AI feature usage;
• Design scalable workflow and automation strategies tailored to each client's support operations, technology stack, and business goals;
• Identify and recommend AI-powered solutions such as chatbots, NLP-driven ticket classification, auto-triage systems, and agent assist tools to improve efficiency and customer experience;
• Develop AI readiness assessments and roadmaps that outline current-state gaps, target-state vision, and a phased implementation plan;
• Translate technical findings and data-driven insights into clear, actionable recommendations and executive-ready deliverables for both technical and non-technical stakeholders;
• Stay current on emerging AI technologies, vendor capabilities, and best practices in customer support automation to advise clients on innovation opportunities.

Qualifications

• Fluency in English and Ukrainian, including legal drafting;
• Strong understanding of customer support operations (ticketing workflows, SLAs, KPIs like CSAT, FCR, AHT);
• Hands-on experience with platforms such as Zendesk, Freshdesk, and Intercom, including their automation and AI features;
• Solid knowledge of AI applications in customer support (chatbots, NLP, auto-triage, agent assist tools);
• Ability to run structured discovery/audit sessions and analyze support workflows, ticket categories, and volumes;
• Strong analytical skills to identify automation opportunities and inefficiencies;
• Experience designing scalable workflows and automation strategies;
• Ability to assess and prioritize initiatives based on ROI and business impact;
• Excellent communication skills to translate findings into clear, actionable recommendations.

Requirements

• Basic technical understanding of integrations, APIs, and support system architecture.

Benefits

• Providing services during business hours;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your growth and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.