Owning the systems and automation for the Customer Experience operations, the full-time remote CX Operations & AI Enablement Specialist will manage AI triage, routing, and Zendesk administration while continuously improving automation and integrations. Key responsibilities Own and evolve the AI triage system for classifying and routing inbound tickets, including building and tuning AI specialist agents Resolve live issues in Zendesk, ensuring reliability and debugging production problems as they arise Build and maintain integrations between Zendesk and internal systems, while tracking performance metrics and reporting Required qualifications Hands-on experience with Zendesk administration, including triggers, automations, and APIs Experience in building AI-driven automation in a customer support context Working knowledge of customer service workflows and issues Scripting skills in TypeScript or JavaScript, with familiarity in REST APIs and webhooks Ability to operate independently in a dynamic environment with shifting priorities