[Hiring] AI & Support Optimization Analyst @Sovos Compliance

Role Description

At Sovos, we're building the future of customer support by combining AI innovation with human expertise. As an AI Support & Optimization Analyst, you'll play a critical role in implementing, monitoring, and scaling the AI technologies that help us deliver exceptional support to thousands of customers worldwide. You'll ensure our AI tools perform at their best, identify new automation opportunities, and help us handle growing support volume without sacrificing quality.

• Monitor and optimize AI-powered customer support systems including chatbots, automated ticketing, and intelligent routing to ensure they function effectively and scale with demand.
• Analyze AI system performance metrics to identify bottlenecks, track resolution rates and customer satisfaction, and uncover opportunities to expand automation capabilities.
• Configure and fine-tune AI tools using data-driven insights and A/B testing to handle more customer inquiries autonomously while maintaining quality standards.
• Leverage AI-assisted workflows to analyze customer support interactions and identify new use cases for automation that improve efficiency and service quality.
• Assist in implementing governance protocols to ensure AI systems adhere to quality, compliance, and ethical standards across all customer interactions.
• Create clear documentation and generate regular reports on AI system performance, scale metrics, and efficiency gains for stakeholders across the organization.
• Collaborate with support teams to gather feedback on AI tools, refine automation logic, and ensure technology enhances rather than replaces the human touch.

Qualifications

• Demonstrated experience in support operations, data analysis, or related roles where you've worked with customer-facing technologies and workflows, whether gained through formal education or hands-on practice.
• Analytical and problem-solving skills with the ability to translate data into actionable insights that drive operational improvements.
• Experience with customer support platforms, ticketing systems, and an understanding of support KPIs and scaling metrics.
• Comfort with AI-assisted workflows and a genuine curiosity about how emerging technologies can transform customer service at scale.
• Excellent communication skills that allow you to collaborate effectively with both technical and non-technical teams, always keeping the customer experience at the center.
• Detail-oriented approach with solid project management and organizational skills, plus the adaptability to learn new technologies quickly.

Requirements

• Due to client contractual obligations, the successful candidate will be asked to clear a background check upon hire.

Benefits

• Global Mentoring Programs
• AI Tools and Technology from Day 1
• Continuous Learning and Development
• Language Learning Support
• Global Employee Recognition Platform and Programs
• Global Parental Leave Policy
• Comprehensive Health Insurance
• Life Insurance
• Monthly Meal Vouchers
• Gym Membership Subsidy

Company Description

Sovos is transforming tax compliance from a business requirement to a force for growth. Our flagship product, the Sovos Compliance Cloud platform, enables businesses to identify, determine, and report on every tax obligation across the globe. Sovos processes nearly 20 billion transactions per year, helping companies scale their compliance strategy in 150+ countries.

• More than 100,000 customers – including half the Fortune 500 – trust Sovos’ tax and regulatory expertise and unparalleled integration with their business applications.