Customer Experience Analyst | Remote

Crossing Hurdles; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Crossing Hurdles is seeking a Customer Success Prompt Designer to craft high-fidelity prompts and training tasks for AI systems, aimed at challenging real-world interactions. You will develop diverse scenarios reflecting actual customer conversations and work to align AI training with customer outcomes.

In this role, you will analyze workflows, collaborate with product and support teams, and use Zendesk, Intercom, Gorgias, and ServiceNow to simulate inquiries.

Qualifications

• Have strong relevant experience in customer success management or a related field.
• Demonstrated expertise with customer support tools such as Zendesk, Intercom, Gorgias, and ServiceNow.
• Possess exceptional analytical thinking and advanced problem-solving abilities.
• Proven capability in scenario creation, feedback delivery, and complex workflow analysis is essential.
• Excellent written and verbal communication skills for both technical and non-technical audiences are required.

Responsibilities

• Design high-fidelity, challenging customer success prompts and training tasks for AI systems.
• Analyze current workflows and recommend improvements for enhanced efficiency and effectiveness.
• Collaborate cross-functionally to ensure alignment of AI training tasks with real-world customer support challenges.
• Utilize platforms such as Zendesk, Intercom, Gorgias, and ServiceNow to simulate and assess complex customer inquiries.
• Create diverse scenarios reflecting actual customer interactions to ensure rigorous AI evaluation and training.
• Deliver clear, actionable feedback to both technical and non-technical stakeholders on task performance and workflow optimizations.

Skills

Customer success management

Analytical thinking

Problem solving

Communication skills

Tools

Zendesk

Intercom

Gorgias

ServiceNow

Job description

• Design high-fidelity, challenging customer success prompts and training tasks for AI systems.
• Analyze current workflows and recommend improvements for enhanced efficiency and effectiveness.
• Collaborate cross-functionally to ensure alignment of AI training tasks with real-world customer support challenges.
• Utilize platforms such as Zendesk, Intercom, Gorgias, and ServiceNow to simulate and assess complex customer inquiries.
• Create diverse scenarios reflecting actual customer interactions to ensure rigorous AI evaluation and training.
• Deliver clear, actionable feedback to both technical and non-technical stakeholders on task performance and workflow optimizations.

Requirements

• Have strong relevant experience in customer success management or a related field.
• Demonstrated expertise with customer support tools such as Zendesk, Intercom, Gorgias, and ServiceNow.
• Possess exceptional analytical thinking and advanced problem-solving abilities.
• Proven capability in scenario creation, feedback delivery, and complex workflow analysis is essential.
• Excellent written and verbal communication skills for both technical and non-technical audiences are required.