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Junior AI Customer Support Deflection Analyst

Ava Nakamura

Full-time · Job · Los_Angeles

About the role

The deflection suggestions you'll help tune are read by tens of thousands of users hitting our help center every month before they ever open a support ticket. Our mission is to make self-service actually work, instead of being a maze users give up on and email support anyway. LangChain and the OpenAI API power the search and suggestion logic today; your job is to analyze which suggestions actually resolve a user's problem versus which ones just get clicked and abandoned. This role means working under a senior analyst's guidance, and your impact shows up directly in how many tickets never get created in the first place.

Responsibilities

  • Analyze help center suggestion click-through and resolution rates
  • Support senior analysts in tuning deflection suggestion ranking
  • Flag content gaps where no good suggestion exists yet
  • Report deflection rate trends to the support leadership team

Requirements

  • Some experience with Python and basic statistics
  • Interest in NLP-powered search or recommendation systems
  • Eagerness to learn from senior support analytics staff

Benefits

  • Fully remote with flexible hours
  • Structured mentorship from senior analysts
  • Annual learning budget for courses and certifications

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Categories

Automation & AI Workflows

Skills

python langchain openai api statistics

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Job Type

Full-time

Level

Junior

Language

English

Salary Range

$60k – $80k / year

AI Expertise

Automation & AI Workflows

Skills

python langchain openai api statistics

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