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AI Automation Specialist, Customer Experience

3 weeks, 4 days ago
Mexico, Argentina, Brazil, Colombia, Poland, Romania
Full-time
Mid Level
AI (Artificial Intelligence)
Artificial Intelligence and Machine Learning
LLM Python
Apply Now

Hyprwork

Hyprwork says it helps ecommerce businesses rapidly scale using advertorials and funnels. Its LinkedIn description says it is a multi-8-figure direct-to-consumer health e-commerce company focused on health, wellness, and performance products.

Online and Mail Order Retail
51-200
Founded 2020
View All Jobs 10

Description

  • Write, test, and iterate on prompts for AI-driven customer support across email, chat, and voice channels.
  • Build and maintain the knowledge base architecture that powers AI agents, including product information, policies, troubleshooting guides, and tone guidelines.
  • Design conversation flows that resolve issues autonomously when possible and route complex cases to human agents when needed.
  • Build evaluation frameworks and test suites to measure accuracy, tone, resolution quality, compliance, and other performance criteria.
  • Run structured evaluations to catch regressions, hallucinations, and edge cases before they reach customers.
  • Monitor CX and AI performance metrics such as containment rate, CSAT, average handle time, and sentiment to identify improvement opportunities.
  • Manage and optimize Richpanel and Aircall workflows, routing rules, automation triggers, and integration points.
  • Work with Claude and partner with the AI Technical Manager and engineering on integrations with CX platforms, internal tools, and data pipelines.
  • Script and automate data extraction, reporting, and analysis workflows using Python or equivalent tooling.
  • Analyze transcripts, chat logs, and ticket data to identify recurring issues and translate insights into prompt, workflow, routing, or knowledge base improvements.

Requirements

  • Hands-on experience with LLM-based applications such as prompt engineering, knowledge base design, RAG architecture, or AI agent development.
  • Production experience building working AI systems, not just experimenting in a sandbox.
  • Comfort working with Claude or equivalent LLMs via API, including context window management and system prompt design.
  • Experience building evaluation methodologies for LLM outputs, including test cases and rubrics for quality control.
  • Python or scripting proficiency for data extraction, analysis automation, and lightweight integration work.
  • Hands-on experience with customer support platforms such as Richpanel, Zendesk, Intercom, or Gorgias.
  • Hands-on experience with telephony systems such as Aircall, Dialpad, or Talkdesk.
  • Understanding of ticketing workflows, routing rules, escalation logic, and automation triggers at a configuration level.
  • Experience building or significantly improving automated support workflows such as chatbots, IVR systems, AI-assisted responses, or self-service flows.
  • Understanding of CX metrics such as CSAT, NPS, containment rate, first contact resolution, and average handle time.
  • Preferred: Voice AI or IVR design experience.
  • Preferred: Conversation design or UX writing background.
  • Preferred: Experience helping a support operation transition from all-human to AI-augmented.
  • Preferred: Background in DTC ecommerce, health and wellness, or subscription-based businesses.
  • Preferred: Experience with data visualization tools or BI platforms for CX reporting.

Benefits

  • Fully remote position with real ownership over a critical business transformation.
  • Competitive compensation.
  • Exposure to a high-growth DTC brand scaling globally.
  • Culture that values speed, accountability, and intellectual honesty.
  • Direct collaboration with the AI Technical Manager on projects with immediate business impact.
  • Room to grow as the AI function expands across the organization.

Interested in this position?

Apply directly on the company website

Apply Now

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