SupportYourApp
1001 - 5000 employees
🤝 B2B
☁️ SaaS
📡 Telecommunications
💰 Venture Round on 2017-10
B2B • SaaS • Telecommunications
SupportYourApp is an outsourced customer service company originally founded in Kyiv, Ukraine, and now operating globally in over 7 locations. With a decade of expertise, it specializes in providing 24/7/365 third-party customer service in more than 60 languages to over 250 businesses worldwide. SupportYourApp is dedicated to enhancing customer satisfaction by delivering empathetic and professional support across various communication channels. Their services are integrated into a custom-built QCRM system and compliant with security standards such as PCI/DSS & ISO/IEC 27001:2013. The company partners with tech giants like Calm, MacPaw, and SplitIt, offering scalable support solutions that include customer service, tech support, and back-office outsourcing.
AI Solutions Specialist, Fluent English
🕒 May 21
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SupportYourApp
1001 - 5000 employees
🤝 B2B
☁️ SaaS
📡 Telecommunications
💰 Venture Round on 2017-10
B2B • SaaS • Telecommunications
SupportYourApp is an outsourced customer service company originally founded in Kyiv, Ukraine, and now operating globally in over 7 locations. With a decade of expertise, it specializes in providing 24/7/365 third-party customer service in more than 60 languages to over 250 businesses worldwide. SupportYourApp is dedicated to enhancing customer satisfaction by delivering empathetic and professional support across various communication channels. Their services are integrated into a custom-built QCRM system and compliant with security standards such as PCI/DSS & ISO/IEC 27001:2013. The company partners with tech giants like Calm, MacPaw, and SplitIt, offering scalable support solutions that include customer service, tech support, and back-office outsourcing.
📋 Description
• Conduct structured discovery and audit sessions with clients to assess current operations, including ticketing workflows, SLAs, and key performance metrics (CSAT, FCR, AHT, response times); • Analyze support workflows, ticket categories, volume patterns, and escalation paths to identify inefficiencies, bottlenecks, and high-impact automation opportunities; • Evaluate clients' existing customer support platforms (Zendesk, Freshdesk, Intercom, etc.) and assess the maturity of their automation and AI feature usage; • Design scalable workflow and automation strategies tailored to each client's support operations, technology stack, and business goals.; • Identify and recommend AI-powered solutions such as chatbots, NLP-driven ticket classification, auto-triage systems, and agent assist tools to improve efficiency and customer experience; • Develop AI readiness assessments and roadmaps that outline current-state gaps, target-state vision, and a phased implementation plan; • Translate technical findings and data-driven insights into clear, actionable recommendations and executive-ready deliverables for both technical and non-technical stakeholders; • Stay current on emerging AI technologies, vendor capabilities, and best practices in customer support automation to advise clients on innovation opportunities.
🎯 Requirements
• Fluency in English • 1+ year of professional experience in designing AI-driven customer support automation and workflow optimization strategies • Strong understanding of customer support operations (ticketing workflows, SLAs, KPIs like CSAT, FCR, AHT) • Hands-on experience with platforms such as Zendesk, Freshdesk, and Intercom, including their automation and AI features • Solid knowledge of AI applications in customer support (chatbots, NLP, auto-triage, agent assist tools) • Ability to run structured discovery/audit sessions and analyze support workflows, ticket categories, and volumes • Strong analytical skills to identify automation opportunities and inefficiencies • Experience designing scalable workflows and automation strategies • Ability to assess and prioritize initiatives based on ROI and business impact • Excellent communication skills to translate findings into clear, actionable recommendations
🏖️ Benefits
• Providing services during business hours • Opportunity to cooperate fully remotely • Inclusive international environment • Compensation in USD • Rewards for referring friends • Balance between project workload and personal time, but also – internal health policy • Responsive leadership interested in your growth and long-lasting cooperation • Greenhouse conditions for self-development • A culture built on trust, with no time-tracking requirements
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