Customer Experience & Automation Specialist

About the Role We're hiring a Customer Experience & Automation Specialist to turn customer friction into scalable systems. This role is centered on reducing customer support request volume, improving customer journeys, and building automation that solves real problems, not just analyzing them. This role focuses on understanding why customers contact us and identifying patterns in customer pain points. It also emphasizes building scalable solutions, especially leveraging AI and automation to reduce repetitive inquiries, improve efficiency, and enhance the overall customer experience. You will work as a part of our Customer Experience team and analyze real customer interactions (email, chat, text) to identify opportunities for improvement and design/maintain systems that create a smoother, more scalable customer journey. This is a hands-on role for someone who enjoys the intersection of customer experience and technology, solving real customer problems and using technology to make processes more efficient, not just analyzing data.

Please note:

This position is based in-office and requires regular, on-site attendance. Candidates must reside within a reasonable commuting distance of the work location at the time of application. Candidates who are not currently located within a commutable area (including out-of-state candidates) will not be considered for this role. Key Responsibilities Analyze customer conversations (email, chat, text) and CRM reporting to identify common questions, friction points, and contact drivers Identify opportunities to reduce support volume by improving workflows and strengthening self-service resources Build, test, and refine AI-driven solutions (chatbots, automated responses, workflows) to elevate the customer experience by handling repetitive inquiries at scale Manage and optimize CRM tools (Zendesk or similar) to improve team efficiency and customer experience Develop and maintain help center content and internal knowledge bases Partner with internal teams (i.e. Marketing, Field Operations, Transportation) to gather insights and feedback, working collaboratively to identify and address the root causes of customer issues Provide input to leadership on CX processes and best practices based on analysis of customer interactions and team workflows What We're Looking For Strong customer experience background with a deep understanding of customer behavior and expectations, and the ability to translate that understanding into solutions that consistently meet and exceed those expectations Ability to identify patterns in customer inquiries and translate them into actionable processes that generate measurable improvements in the customer experience Experience working in digital-forward customer support environments (chat, email, text) Hands-on experience with CRM platforms like Zendesk, Salesforce, or similar Comfortable using or learning AI tools, automation platforms, and workflow builders Strong problem-solving skills with a focus on efficiency and scalability Excellent written communication skills, with the ability to show empathy while confidently and clearly upholding company policies Ability to work cross-functionally and influence improvements across teams Comfortable working in a new and evolving role, with the ability to learn quickly, adapt, and help shape processes as the role grows

Pay:

$70,000.00 per year

Benefits:

Dental insurance Employee assistance program Health insurance Life insurance Paid time off Vision insurance Ability to

Commute:

Merritt Island, FL 32953 (Required)

Work Location:

In person