AI-Driven Support Operations Architect

PortSwigger Ltd

Knutsford

On-site

GBP 65,000 - 90,000

Full time

9 days ago

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Share options

Benefits package

Wellbeing support

Job summary

PortSwigger Ltd is seeking a seasoned Customer Support Systems/Operations specialist to own and optimize the live customer support platform. You will focus on AI-assisted resolution, routing, escalation, and handoffs, ensuring fast, accurate case handling in a high-volume environment.

You will design end-to-end customer journeys, maintain runbooks, and implement safety checks. The role requires 5-7+ years in CRM-centric roles and hands-on experience with Salesforce or HubSpot, with a strong

Qualifications

5-7+ years in customer support systems or operations work.
Hands-on CRM experience with Salesforce or HubSpot, including reporting, data quality and workflow management.
Experience with structured customer journeys and high-volume workflows.
Ability to improve processes with measurable results.

Responsibilities

Own the day-to-day performance of a live customer support system, identifying failures, misrouting or unnecessary work.
Improve AI-assisted resolution, increasing automatic resolution and routing accuracy.
Design and refine customer case journeys end to end, including intake, routing, escalation, handoffs and ownership rules.
Review failed and escalated cases to identify patterns and improve answer quality.
Maintain knowledge bases, runbooks and feedback loops supporting automation.
Implement safety checks before actions on customer accounts, especially around renewals, billing or account changes.
Collaborate with GTM teams to resolve ownership and routing issues.
Reduce avoidable back-and-forth by clarifying ambiguous requests.
Test changes and measure impact on case resolution time and customer experience.