AI-Driven Support Operations Specialist

PortSwigger Web Security; Knutsford; Hybrid; GBP 70.000 - 100.000; Vollzeit

Benefits dieser Stelle

Above-market base salary

Share options

Comprehensive benefits

Zusammenfassung

PortSwigger in Knutsford, United Kingdom, is seeking a seasoned specialist to own and improve the customer support system, focusing on AI-assisted resolution, routing and handoffs. This is a systems-heavy, specialist role rather than a ticket-driven one.

You will manage day-to-day performance of a live system, enhance auto-resolution, design end-to-end customer journeys, review escalations, and maintain runbooks.

Qualifikationen

• 5-7+ years in customer support systems or operations work.
• Hands-on CRM experience with Salesforce or HubSpot, including reporting and workflow management.
• Experience with structured customer journeys, high-volume workflows and ambiguous queries that need clear actions.
• Evidence of improving a process with measurable results, such as automation or better intake.
• Strong written communication with runbooks and documentation that busy colleagues can act on.

Aufgaben

• Own day-to-day performance of a live customer support system.
• Improve AI-assisted resolution and routing accuracy.
• Design end-to-end customer-case journeys including intake, routing, escalation and ownership rules.
• Review failed and escalated cases to identify patterns and improve handoffs.
• Maintain knowledge bases and runbooks to support automation.
• Put safety checks in place around renewals, billing or account changes.
• Collaborate with wider GTM teams to resolve routing issues and recurring problems.
• Define and surface key customer metrics.

Kenntnisse

CRM expertise

Customer operations

Problem-solving

Stakeholder collaboration

Tools

Salesforce

HubSpot

Jobbeschreibung

PortSwigger in Knutsford, United Kingdom, is seeking a seasoned specialist to own and improve the customer support system, focusing on AI-assisted resolution, routing and handoffs. This is a systems-heavy, specialist role rather than a ticket-driven one.

You will manage day-to-day performance of a live system, enhance auto-resolution, design end-to-end customer journeys, review escalations, and maintain runbooks.