AI CX Lead: Chatbots, Automation & Service Excellence

Zeal Group; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

Zeal Group, a global financial services firm, is hiring an AI Client Experience Manager to lead AI-driven customer service initiatives. You will own the AI and automation roadmap for the Client Experience function and collaborate with the Head of Client Experience and cross-functional teams.

The role requires 4+ years in CX or related fields, hands-on experience with chatbots, and familiarity with Zendesk, Intercom, or Salesforce Service Cloud.

Qualifications

• 4+ years of experience in customer experience, service operations, conversational AI, chatbot management, CX technology, or customer support automation roles.
• A degree in Data Science, AI, or a related field is preferred; equivalent practical experience is also acceptable
• Hands-on experience implementing, managing, or improving AI chatbots, virtual assistants, or LLM-enabled support solutions.
• Strong understanding of customer service workflows, support journeys, escalation paths, and self-service models.
• Experience working with customer service or support platforms such as Zendesk, Intercom, Freshdesk, Salesforce Service Cloud, or similar systems.
• Ability to translate business requirements into practical AI use cases, implementation plans, and measurable service improvements.
• Strong stakeholder management and cross-functional collaboration skills, with experience working across business and technical teams.

Responsibilities

• Own the AI and automation roadmap for the Client Experience function in partnership with the Head of Client Experience.
• Improve the current chatbot and related AI tools, with focus on response quality, intent handling, containment, escalation logic, and customer satisfaction.
• Identify, evaluate, and implement suitable AI solutions, workflows, and service automation opportunities across customer support operations.
• Work closely with Product, Engineering, and relevant stakeholders on integrations, platform enhancements, and implementation of AI-related initiatives.
• Improve customer support workflows, knowledge base structure, and automation logic across customer service platforms and tools.
• Use service data, chatbot analytics, and customer feedback to measure performance, identify gaps, and drive continuous improvement.

Skills

Customer experience

CX operations

Conversational AI

Chatbot management

Stakeholder management

Cross-functional collaboration

Education

Bachelor's degree in Data Science or related field

Tools

Zendesk

Intercom

Freshdesk

Salesforce Service Cloud

SQL

Python

Job description

Zeal Group, a global financial services firm, is hiring an AI Client Experience Manager to lead AI-driven customer service initiatives. You will own the AI and automation roadmap for the Client Experience function and collaborate with the Head of Client Experience and cross-functional teams.

The role requires 4+ years in CX or related fields, hands-on experience with chatbots, and familiarity with Zendesk, Intercom, or Salesforce Service Cloud.