[Hiring] Customer Happiness Resource Specialist @The Hero Company

Role Description

At Sun Coast Sciences, we're looking for a Customer Happiness Resource Specialist to help maintain the health, effectiveness, and efficiency of our Customer Happiness operations. This is not a traditional customer service position. Instead, this role serves as a real-time operational resource focused on:

• Monitoring support channels
• Maintaining workflow flow
• Supporting AI quality
• Identifying operational issues
• Helping leadership maintain visibility into Customer Happiness performance

Responsibilities

• Monitor Customer Happiness Operations:
  • Monitor customer support queues, communication channels, agent activity, and workflow performance.
  • Identify issues, spot bottlenecks, escalate concerns when necessary, and maintain operational accountability.
• Support AI & Automation Quality:
  • Monitor AI-assisted customer interactions and identify hallucinations, broken workflows, and inaccurate responses.
  • Ensure concerns are escalated through the appropriate channels.
  • Expand knowledge of AI systems, workflow automation, and customer experience technology.
• Investigate Operational Issues:
  • Identify recurring issues and investigate root causes.
  • Uncover opportunities to improve workflows, communication, customer experience, and operational efficiency.
  • Use systems, operational data, cloud-based reporting tools, and AI-assisted analysis to identify patterns.
• Help Keep Customer Happiness Running Smoothly:
  • Work closely with leadership, managers, and frontline teams to maintain visibility into queue health and workflow effectiveness.
  • Support faster response times, improved workflows, and a better customer experience through observations and recommendations.

Qualifications

• Enjoy solving problems and investigating issues
• Naturally notice patterns and inconsistencies
• Like understanding how systems, workflows, and technology interact
• Highly organized and detail-oriented
• Enjoy monitoring and improving operational processes
• Comfortable working across multiple systems simultaneously
• Curious about AI, automation, and emerging technologies
• Prefer making decisions based on facts, observations, and evidence
• Enjoy finding opportunities to make things work better

Preferred Experience

• Customer support operations
• Workforce management or real-time monitoring
• Quality assurance
• Workflow analysis
• AI-assisted support tools
• Automation platforms
• Contact center operations
• Cloud-based reporting tools and operational dashboards
• Experience with Gladly, AI tools, workflow automation, or customer experience technologies is a plus.

Schedule

Full-Time | 40 Hours Per Week