AI-Enabled Customer Care Executive (Voice / Non-Voice)

Santriya Technologies; United States; Remote; USD 55,000 - 85,000; Full time

Job summary

Santriya Technologies is seeking an AI-Enabled Customer Care Executive (Voice / Non-Voice) to resolve customer questions and service requests across voice, chat and email using AI-assisted knowledge retrieval and case summaries, with the employee accountable for accurate, empathetic outcomes.

The role operates within a structured product and documentation framework, using only approved enterprise AI tools, maintaining data accuracy, privacy and required human review while ensuring timely,

Responsibilities

• Handle customer contacts following identity, privacy and product support procedures.
• Use AI to retrieve approved knowledge, summarize history and draft responses; confirm product version, eligibility and policy before communicating.
• Resolve supported issues at first contact and create clear cases for items requiring specialist action.
• Recognize complaints, vulnerable customers, fraud/security indicators and routed appropriately.
• Correct AI-generated summaries or recommendations before saving them to systems.
• Maintain tone, empathy and transparency, especially when automation cannot resolve the issue.
• Capture contact reason, outcome and knowledge gaps for analysis.
• Meet service levels without trading off accuracy, privacy or customer protection.

Job description

Job Summary

Santriya Technologies is seeking an AI-Enabled Customer Care Executive (Voice / Non-Voice) to resolve customer questions and service requests across voice, chat and email using AI-assisted knowledge retrieval and case summaries, with the employee accountable for accurate, empathetic outcomes.

Product & documentation operating model: You will be assigned one or more company products, client solutions or operational services. The approved product documentation, SOPs, policies, process maps, knowledge articles, release notes, controls, scripts and AI runbooks are the source of truth. Use only approved enterprise AI tools to retrieve, summarize, draft, classify, prioritize or automate work. Validate material AI outputs against current documentation and authoritative system data, record exceptions, and elevate conflicts or missing guidance. Do not invent product features, prices, customer entitlements, engineering limits, regulatory positions or safety instructions.

Key Responsibilities

• Handle customer contacts according to identity, privacy and product support procedures.
• Use AI to retrieve approved knowledge, summarize history and draft responses; confirm product version, eligibility and policy before communicating.
• Resolve supported issues at first contact and create clear cases for items requiring specialist action.
• Recognize complaints, vulnerable customers, fraud/security indicators and regulated requests and route correctly.
• Correct AI-generated summaries or recommendations before saving them to systems.
• Maintain tone, empathy and transparency, especially when automation cannot resolve the issue.
• Capture contact reason, outcome and knowledge gaps for analysis.
• Meet service levels without trading off accuracy, privacy or customer protection.

AI-enabled ways of working

• Use approved GenAI copilots, enterprise search/RAG, analytics and workflow agents to reduce repetitive work and improve decision preparation.
• Keep prompts, outputs and automated actions within approved data-access, confidentiality and retention rules.
• Correct inaccurate summaries, classifications or recommendations before they become customer, operational or system records.
• Feed recurring AI errors, knowledge gaps and process friction into product, documentation and control improvement.

Human accountability

AI is a copilot, not the accountable decision-maker. The role holder remains responsible for judgement, quality, privacy, security and appropriate escalation. Credit, fraud blocking, legal/regulatory, financial advice, safety-critical, clinical, employment and other high-impact decisions must follow delegated authority and required human review.

Success Measures

• First-contact resolution and satisfaction improve
• Average handling effort reduces responsibly
• Misrouting and repeat contacts decline
• Case notes remain accurate and useful