AI Support Specialist

📋 Description

• • Own end-to-end reliability of Crescendo’s customer-facing AI systems that power 24/7 support for global brands. You are the human safeguard ensuring every AI interaction is accurate, on-brand, and continuously improving.
• • Monitor live production environments across Zendesk, Gorgias, Salesforce Service Cloud, and proprietary AI stacks. Detect anomalies in intent recognition, routing logic, knowledge retrieval, and response generation before they reach customers.
• • Act as the first responder when CX-impacting incidents occur. Triage severity, isolate root causes, and implement immediate containment fixes while coordinating long-term solutions with Product and Engineering.
• • Perform deep-dive root cause analysis spanning AI configuration, workflow rules, API integrations, and partner-specific customizations. Translate technical findings into clear, actionable recommendations that prevent recurrence.
• • Drive continuous optimization by validating and deploying tuning initiatives from AI Quality, Operations, and Partner teams. Adjust prompt templates, confidence thresholds, and fallback strategies to improve accuracy and consistency.
• • Introduce automated safeguards—validation scripts, regression tests, and monitoring alerts—that protect partner customer experience as the platform evolves and scales.
• • Steward a portfolio of partner AI assistants over time. Own their performance SLAs, reliability metrics, and continuous improvement roadmaps, becoming the trusted expert each partner relies on.
• • Translate complex AI behaviors into business language for non-technical stakeholders. Provide concise incident reports, post-mortems, and weekly health dashboards that keep partners confident and informed.
• • Collaborate daily with Product Managers to prioritize bug fixes, feature requests, and platform enhancements based on field evidence you collect. Influence the roadmap with real-world data.
• • Partner with Engineering to reproduce, scope, and validate fixes. Verify patches in staging, schedule safe production rollouts, and measure impact on key CX metrics.
• • Conduct periodic AI health audits across all assigned partner environments. Ensure configurations stay aligned to evolving best practices, new model releases, and changing business rules.
• • Identify patterns in failure modes—e.g., recurring hallucinations, routing dead-ends, or integration timeouts—and design systemic improvements that raise the bar for the entire fleet.
• • Champion a culture of reliability and customer obsession within the AI Operations squad. Share lessons learned, document playbooks, and mentor junior specialists as the team grows.
• • Contribute to the evolution of Crescendo’s AI Support platform by piloting new monitoring tools, escalation models, and validation frameworks that scale with 10× growth.
• • Enjoy the freedom of remote work while staying tightly connected through Slack, Notion, and video stand-ups. We work across US time zones with flexibility for occasional global partner calls.