Hybrid NYC CX Specialist: AI & Bot Feedback

TodayTix Group (TTG); New York (NY); Hybrid; USD 54,000 - 66,000; Full time

Benefits offered by this job

Hybrid work model

Equal opportunity employer

Job summary

TodayTix Group in the greater NYC area is seeking a thoughtful CX Support Specialist to join our team. You’ll handle chat, phone, and email support across multiple brands, acting as a human bridge for our customers and our bot, while providing actionable feedback to improve tools and processes.

You’ll work with a collaborative team, embrace AI-enabled workflows, and participate in a 90-day onboarding, with clear milestones and ongoing coaching to help you grow in this fast-paced live events

Qualifications

• Minimum 2 years in a customer-facing role.
• Exceptional written and verbal communication skills.
• Passion for helping people with a curious, creative approach.
• Ability to observe and describe technology and product behavior.
• Enthusiasm for AI and automation as supportive tools.
• Comfort using support systems and juggling multiple tasks.
• Bilingual in Spanish and English is a plus.
• Collaborative mindset with openness to feedback.

Responsibilities

• Provide direct customer support via chat, phone, and email, delivering personalized, thoughtful responses across multiple brands.
• Handle L1 escalations with care and sound judgment.
• Offer constructive, detailed feedback to improve chatbot responses, automations, and product experience—flagging what doesn’t work and suggesting how it could.
• Collaborate with your team and CX Support Manager to identify trends, pain points, and opportunities for improvement.
• Execute key operational tasks at short notice with strict deadlines.
• Contribute to documentation by refining macros, internal resources, and knowledge base content to improve future interactions—for both humans and bots.

Skills

Customer service

Written communication

Verbal communication

Multitasking

Spanish

English

Job description

TodayTix Group in the greater NYC area is seeking a thoughtful CX Support Specialist to join our team. You’ll handle chat, phone, and email support across multiple brands, acting as a human bridge for our customers and our bot, while providing actionable feedback to improve tools and processes.

You’ll work with a collaborative team, embrace AI-enabled workflows, and participate in a 90-day onboarding, with clear milestones and ongoing coaching to help you grow in this fast-paced live events