(fluent English) Automation Specialist (remote, Europe)

SupportYourApp is an international Intelligent Support-as-a-Service company that provides business process outsourcing to global IT leaders. We are currently seeking an Automation Specialist to join our team and help transform complex business processes into intelligent, automated solutions using AI.

Key responsibilities

• Conduct discovery and audit sessions to assess client operations, including ticketing workflows, SLAs, and performance metrics.
• Analyze support workflows and ticket patterns to identify inefficiencies and high-impact automation opportunities.
• Design scalable automation strategies and recommend AI-powered solutions such as chatbots, NLP-driven classification, and auto-triage systems.
• Develop AI readiness assessments and implementation roadmaps to bridge gaps between current and target states.
• Translate technical findings into actionable recommendations for both technical and non-technical stakeholders.

Requirements

• Fluency in English and at least 1 year of professional experience in AI-driven customer support automation.
• Strong understanding of support operations, including KPIs like CSAT, FCR, and AHT.
• Hands-on experience with platforms such as Zendesk, Freshdesk, or Intercom.
• Solid knowledge of AI applications in support, including chatbots, NLP, and agent assist tools.
• Excellent analytical skills with the ability to prioritize initiatives based on business impact.

What we offer

• The opportunity to work in a fully remote, inclusive international environment.
• A culture built on trust with no time-tracking requirements.
• Support for professional growth and self-development.
• A healthy balance between project workload and personal time.
• Compensation in USD and a referral program for new team members.