AI Customer Support Operations Specialist (Remote)

Sinch AB; Manila; Remote; PHP 700.000 - 1.000.000; Vollzeit

Zusammenfassung

Sinch AB is seeking an AI Operations Specialist (Customer Support) in a remote role to shape self-service journeys and escalation flows across messaging channels and web support. You will design personas, refine prompts, and ground AI answers in Sinch documentation, while collaborating with cross-functional teams to ensure safe and effective support automation.

The role requires building synthetic tests, analyzing real-world logs, and iterating based on CSAT and containment metrics to improve

Qualifikationen

• Experience structuring multi-turn dialogue trees and enterprise-grade bot personas.
• Strong command of prompt engineering, LLM behavior, and context window strategies.
• Ability to use empirical data and conversation analytics to benchmark AI performance.
• Understanding of support metrics such as CSAT, deflection/containment, and First Contact Resolution.

Aufgaben

• Map self-service conversation paths and resolution flows across messaging channels and web support.
• Define agent personas, tone of voice, empathy guidelines, and brand-aligned dialogue for different customer tiers.
• Architect conversations for ambiguous intents, edge cases, and graceful failure handling.
• Collaborate with engineering and IT to connect conversational AI with Zendesk, CRM, and internal APIs.
• Drive A/B testing on prompts and journeys based on CSAT and containment metrics.

Jobbeschreibung

Sinch AB is seeking an AI Operations Specialist (Customer Support) in a remote role to shape self-service journeys and escalation flows across messaging channels and web support. You will design personas, refine prompts, and ground AI answers in Sinch documentation, while collaborating with cross-functional teams to ensure safe and effective support automation.

The role requires building synthetic tests, analyzing real-world logs, and iterating based on CSAT and containment metrics to improve