Customer Service Automation & Systems Enablement Lead

Hopper

España

On-site

EUR 63,000 - 85,000

Full time

14 days+

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Job summary

Hopper is seeking a Systems Enablement Manager to lead the design, deployment and governance of agent-facing tools and automation. You will own CRM, telephony, chat, and AI-based assistants, ensuring seamless agent workflows and customer experiences across HTS initiatives.

Responsibility spans automations, data management, and collaboration with vendors. Remote experience and a data-driven mindset are essential for continual improvement.

Qualifications

Strong understanding of contact centers and agent workflows.
Experience with AI-enabled automation and data-driven approach.
Remote work experience with suitable setup.

Responsibilities

Collect functional and technical requirements from stakeholders.
Design and own client/agent-facing tools (CRM, telephony, chat, email).
Develop automations for internal agent tools and servicing data.
Maintain and update tools during emergencies.
Optimize agent workflows with new HTS initiatives.
QA automations thoroughly to prevent rollout issues.
Respond to service desk requests promptly.
Collaborate with vendors to troubleshoot issues.
Recommend and pilot 3rd-party and in-house tools.
Keep stakeholders informed on changes impacting users and agents.

Skills

Contact centers

Live support tools

Agent behaviours

AI automation

Remote work setup

Data-driven approach

Technical role

Tools

CRM systems

Cloud-based telephony

Chat platforms

Email platforms

AI-based virtual assistants

Translation software

Knowledge bases

Job description

Responsibility spans automations, data management, and collaboration with vendors. Remote experience and a data-driven mindset are essential for continual improvement.

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