Remote AI Support Operations Expert

Sinch; Metro Manila; Hybrid; PHP 600.000 - 900.000; Vollzeit

Zusammenfassung

Sinch is seeking an AI Operations Specialist (Customer Support) in Metro Manila, remotely. You will design self-service conversational journeys, define persona-driven dialogue, and implement robust guardrails for safe, accurate AI responses.

The role blends AI design with practical customer support workflow enhancements. You will work with billing, product, and support teams to align automation with CSAT goals and containment metrics, while integrating with Zendesk and APIs to streamline

Qualifikationen

• Demonstrable experience structuring multi-turn dialogue in SaaS.
• Strong command of prompt engineering and LLM behavior.
• Proven use of data and analytics to benchmark AI performance.
• Understanding of support metrics like CSAT and AHT.

Aufgaben

• Map self-service conversation paths across channels and web support.
• Define agent personas and tone aligned to various customer tiers and complexity.
• Architect logic for ambiguous intents and graceful failure handling.
• Collaborate with Support Engineering and IT to link AI agents with Zendesk and core APIs.

Kenntnisse

Multi-turn dialogue

Prompt engineering

Empirical data

CSAT metrics

Deflection rates

Containment rates

Average Handle Time

Tools

Chatlayer

Dialogflow

Cognigy

Zendesk

Jira Service Desk

APIs

Webhooks

JSON

Jobbeschreibung

Sinch is seeking an AI Operations Specialist (Customer Support) in Metro Manila, remotely. You will design self-service conversational journeys, define persona-driven dialogue, and implement robust guardrails for safe, accurate AI responses.

The role blends AI design with practical customer support workflow enhancements. You will work with billing, product, and support teams to align automation with CSAT goals and containment metrics, while integrating with Zendesk and APIs to streamline