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AI Customer Support Channel Mix Optimizer

Evelyn Vestergaard

Full-time · Job · New_York

About the role

Support tickets are piling up across five channels — chat, email, phone, social and in-app — and nobody on the support ops team can tell which channel actually resolves issues fastest for which ticket type. We're building the optimizer that recommends the right channel mix per ticket category based on historical resolution time and customer satisfaction. You'll join a cross-functional squad with defined sprints, clear ownership over the recommendation model, and weekly syncs with the support operations lead to review impact on resolution times.

Responsibilities

  • Build channel mix recommendation models from historical ticket data
  • Analyze resolution time and satisfaction by channel and ticket type
  • Partner with support ops to validate recommendations
  • Maintain reporting dashboards tracking channel performance

Requirements

  • 0-2 years of experience, internships count
  • Python and SQL proficiency
  • Interest in customer support or operations analytics
  • Comfortable presenting findings to non-technical stakeholders

Benefits

  • Fully remote position
  • Structured onboarding program
  • Health insurance from day one
  • Career growth path into senior analytics roles

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Categories

Automation & AI Workflows AI Business, Marketing & Strategy

Skills

python sql etl

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Job Type

Full-time

Level

Junior

Language

English

Salary Range

Under $60k / year

AI Expertise

Automation & AI Workflows AI Business, Marketing & Strategy

Skills

python sql etl

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