Customer Success Projects Lead

The Modern Milkman; City of Westminster; Remote; GBP 32,000; Full time

Job summary

A leading customer service firm is seeking a Customer Success Project Lead to drive improvements in automation and AI within their platform. This remote position is based in the UK and involves optimising chatbot performance and managing customer interactions efficiently. The ideal candidate will have experience in AI-driven customer service, excellent communication skills, and strong documentation abilities. The role offers a fixed-term contract and a salary of £32,000 pro rata.

Qualifications

• Experience setting up and managing AI-driven customer service platforms.
• Strong documentation and process mapping abilities.
• Data analysis and reporting to track performance and satisfaction.

Responsibilities

• Set up and optimize AI-powered chatbot to achieve 70% resolution.
• Create and manage knowledge base articles and FAQs.
• Track and report key success metrics for customer satisfaction.

Skills

AI-driven customer service platforms

Chatbot design

Documentation and process mapping

Data analysis

Excellent communication skills

Tools

Dixa

Job description

Overview

Customer Success Project Lead. Location: UK-based - remote. Hours: 5 days per week. FTC: 6 months fixed-term contract. Team: Customer Success. Reports to: Customer Success Manager. Salary: £32,000 pro rata based on 6 months. Please note this role will close on 15th September.

Role Purpose

Develop and improve automation and AI in our customer platform, driving an increase in chatbot resolution rate and reducing outsourced labour. Create custom flows, develop the knowledge base, and document processes and configurations to scale support with AI and human agents.

What We Solve

• Bring customer-centricity to the wider business
• Provide real-time insight into customer and driver experiences
• Reduce escalated issues and preempt problems
• Promote collaboration across internal and external teams
• Evolve customer processes based on feedback
• Make informed decisions using first-hand insight

The Value of This Role

• A stronger, more consistent customer experience between humans and AI across both UK and US markets.
• Reduced costs through use of AI-driven support.
• Clear, well-documented processes that future teams can adopt and build on.
• Greater insight into customer needs through data-driven understanding.

KPIs and Targets

• 70% chatbot resolution rate achieved within contract period
• AI email agents live in both UK and US markets
• Weekly updates to knowledge base and canned responses in line with business updates
• 100% of workflows, processes, and AI set-ups documented in Notion with explanations of instructions and hand-offs
• Demonstrated improvement in CSAT related to AI agents
• Reduction in escalated queries requiring manual intervention
• Improved response and resolution times

Key Responsibilities

• Set up and optimise AI-powered chatbot within Dixa to achieve at least 70% resolution of customer chats.
• Implement AI agents for email support across UK and US markets, ensuring accuracy and brand tone alignment.
• Build escalation paths into chatbot design so high-priority issues are identified quickly and passed to human teammates.
• Create, update, and manage knowledge base articles, FAQs, and canned responses for fast, consistent, on-brand customer responses.
• Design and document workflows, process maps, and system configurations in collaboration with the Customer Success Manager.
• Monitor live chat and email trends, analysing common issues and customer sentiment to improve AI automation and human support efficiency.
• Support the Customer Success Team Lead and Customer Success Manager with processes and reporting that help chat and email teammates deliver faster resolutions.
• Track and measure the impact of automation on response times, resolution rates, and CSAT, providing data-driven insights for continuous improvement.
• Document all chatbot flows, escalation logic, and process configurations for scalability.
• Collaborate with cross-functional teams to align with the wider customer journey and company objectives.
• Track and report key success metrics, highlighting efficiency gains and customer satisfaction improvements.
• Maintain relationships with key stakeholders such as Customers, Customer Success Team, Operations Team, Growth Team.

Stakeholders

• Customers
• Customer Success Team
• Operations Team
• Growth Team

Experience & Competencies

• Experience setting up and managing AI-driven customer service platforms (Dixa or similar)
• Skilled in chatbot design, intent optimisation, and conversation flow management
• Strong documentation and process mapping abilities
• Data analysis and reporting to track performance, satisfaction, and efficiency
• Experience creating knowledge base content, FAQs, and troubleshooting guides
• Excellent written and verbal communication; clear, empathetic, and authentic
• Experience across omni-channel platforms: phone, email, chat, and social media
• Able to multitask, stay organised, and work under pressure
• Familiar with GDPR and data handling standards

Competencies & Behaviours

• Customer-Centric: Always puts the customer first
• Problem Solver: Analytical and creative, quick solutions
• Adaptability: Calm and solution-oriented in a fast-paced environment
• Collaboration: Works well with cross-functional teams
• Attention to Detail: Produces accurate, clear, well-structured work
• Resilience: Meets targets and deadlines under pressure