[Hiring] Support Experience & Automation Specialist @Top Hat

Role Description

We are looking for a systems-minded professional to bridge the gap between technical support and automation engineering. This is not a traditional "ticket-taking" role. You will be the primary owner of our Self-Service Ecosystem, using AI and CRM automation to ensure our customers find answers before they ever need to reach out to a human.

• Prototyping and Experimentation: Design and pilot experimental AI workflows to proactively address customer friction points before they appear in data.
• Salesforce Operations: Identify and help implement workflow improvements within Salesforce to make our internal processes faster and more automated.
• Root-Cause Escalations: Handle high-level technical escalations to update our AI and Knowledge Base so the issue never happens again.
• Technical Enablement: Own the "Technical Truth" for our offshore partners, creating automated training modules and QA frameworks.
• Peak Period Support: Act as a core technical support agent during peak periods, handling complex cases and critical system issues.
• Knowledge Management: Develop a cross-platform content strategy that optimizes the Knowledge Base for 'Search-First' and 'AI-First' discovery.

Qualifications

• 1–2 years in a technical support or helpdesk environment.
• Ability to rewrite confusing technical errors into clear, helpful solutions for non-technical users.
• Understanding of Salesforce’s backend setup.
• Logic-first mindset with an enjoyment for building "If/Then" scenarios and workflows.
• Passionate about AI and Automation with a desire to build and manage these tools.

Requirements

• Experience using or experimenting with AI or vibe coding is a plus.

Success Metrics

• Deflection Rate: Reducing the percentage of simple inquiries reaching the team.
• AI Accuracy & Resolution Rate: Percentage of customer inquiries successfully resolved by the AI without human intervention.
• System Health: Reducing the manual steps required to resolve an escalation.
• Offshore Technical Quality: Maintaining high QA scores through automated training systems.
• Workflow Automation Impact: Time saved per case or process due to new Salesforce automations or system improvements.
• Innovation Velocity: Number of successful "new-to-business" automations or process improvements implemented per quarter.

Benefits

• A noble mission that creates meaningful, fulfilling work.
• A team that cares deeply for customers and for each other.
• Flexible, remote-first work environment.
• Professional learning and development for all role levels.
• An awesome and welcoming Toronto HQ.
• Competitive health benefits that start on day one.
• A management team focused on performance, growth, engagement, and connection.
• Innovative PTO policy with lots of time and space for self-care.
• Passionate customers that believe in us—and what we do.
• A chance to work with new tech like generative AI—and see the customer impact.