CX AI Operations Engineer - Remote & Impactful Automation

Reap; Manila; On-site; PHP 3,741,000 - 5,611,000; Full time

Benefits offered by this job

Health insurance

Flexible remote work

Home office budget

Global team collaboration

Additional benefits

Job summary

Reap is expanding its CX Operations team to own AI-driven workflows that improve the Independently Resolved Rate (IRR) across APAC channels. You will write and ship end-to-end solutions, test rigorously, and push for measurable improvements while maintaining tone, accuracy, and compliance.

Expect a fast-paced, hands-on role in a small team focused on tooling and process excellence. You will collaborate with Platform Engineering on data access, tool integrations, and knowledge updates, while

Qualifications

• 3+ years in customer experience operations or related field.
• Hands-on experience configuring and improving an AI or automated support agent.
• Strong analytical ability with support data.
• Low-code fluency with JSON/REST-like tooling.
• Excellent written English for instructions customers read.
• Experience with a modern ticketing platform.

Responsibilities

• Dig into ticket-level data to find why AI agents fail to resolve independently.
• Build reporting to show IRR movement by line, channel, and intent.
• Run root-cause analysis and prioritise improvements with evidence.
• Design and deploy natural language workflows to raise resolution rates.
• Tune guardrails and escalation logic for safe, effective action.
• Test rigorously before production with simulations and rollouts.

Skills

Data-driven analysis

Problem solving

Low-code scripting

English communication

Tools

Lorikeet

Ada

Sierra

Decagon

Intercom Fin

Forethought

Zendesk AI

Custom integrations

Job description

Reap is expanding its CX Operations team to own AI-driven workflows that improve the Independently Resolved Rate (IRR) across APAC channels. You will write and ship end-to-end solutions, test rigorously, and push for measurable improvements while maintaining tone, accuracy, and compliance.

Expect a fast-paced, hands-on role in a small team focused on tooling and process excellence. You will collaborate with Platform Engineering on data access, tool integrations, and knowledge updates, while