Automation Specialist

Job description

Customer Support Automation Specialist **At Flo Mattress, customer obsession isn't just a value—it's how we operate.** We're looking for someone who can use automation and AI to create faster resolutions, smoother support journeys, and experiences that customers genuinely remember. What You'll Do - Own end-to-end customer support automation across chat, email, WhatsApp, voice, and ticketing platforms. - Design and implement AI-powered workflows, bots, and automations to improve customer experience and team productivity. - Optimize support processes, reduce manual effort, and improve key CX metrics like response time, resolution time, and CSAT. - Partner with Customer Support, Product, and Tech teams to build scalable support operations. We're Looking For - **3–7 years of experience** in customer support automation, preferably in a **D2C brand** . - Hands-on experience with CRM/helpdesk platforms such as Freshdesk, Zendesk, Intercom, Zoho Desk, Knowlarity, Yellow.ai, or similar. - Strong understanding of customer support operations, AI automation, and workflow optimization. - Someone who believes the best customer issue is the one that never needs manual intervention.