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This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a (fluent English) Automation Specialist based in France.
This role focuses on transforming customer support operations into intelligent, scalable, and AI-driven systems that improve efficiency and customer experience. You will work at the intersection of process analysis, automation design, and AI application within real-world support environments. The position involves evaluating existing workflows, identifying inefficiencies, and designing data-driven automation strategies tailored to each client’s technical stack. You will collaborate with global clients and internal teams to implement solutions that streamline ticket handling, reduce operational friction, and enhance key support metrics. Acting as both an analyst and solution designer, you will translate complex operational challenges into clear, actionable automation roadmaps. This is a hands-on, client-facing role in a fast-paced, international environment where innovation in AI and support operations is central to daily work.
Accountabilities:
- Conduct structured discovery and audit sessions to analyze client support operations, including workflows, SLAs, and performance metrics
- Assess ticketing systems and customer support platforms such as Zendesk, Freshdesk, and Intercom for automation and AI maturity
- Identify inefficiencies, bottlenecks, and optimization opportunities across support workflows and escalation paths
- Design scalable automation strategies tailored to client business needs, systems, and operational goals
- Recommend and map AI-driven solutions such as chatbots, NLP-based classification, auto-triage, and agent assist tools
- Develop AI readiness assessments and implementation roadmaps outlining current gaps and future-state solutions
- Translate technical insights into clear, structured, executive-ready recommendations for diverse stakeholders
- Stay up to date with emerging AI technologies and best practices in customer support automation
Requirements:
- Fluent English communication skills, both written and spoken
- 1+ year of experience in AI-driven automation, workflow optimization, or customer support transformation roles
- Strong understanding of customer support operations, including KPIs such as CSAT, FCR, AHT, SLAs, and ticketing workflows
- Hands-on experience with support platforms such as Zendesk, Freshdesk, or Intercom and their automation features
- Knowledge of AI applications in customer support, including chatbots, NLP systems, and agent assist tools
- Ability to conduct structured discovery sessions and analyze operational workflows and data patterns
- Strong analytical mindset with the ability to identify inefficiencies and prioritize high-impact improvements
- Experience designing scalable workflows and automation strategies aligned with business objectives
- Excellent communication skills with the ability to simplify complex technical findings for non-technical stakeholders
- Bonus: basic understanding of APIs, integrations, and support system architecture
Benefits:
- Fully remote working model across Europe
- Competitive compensation paid in USD
- Flexible working arrangements aligned with business hours
- International and inclusive work environment
- Opportunity to work with leading global clients and modern support technologies
- Strong focus on learning, development, and professional growth
- Culture of trust, autonomy, and low administrative overhead
- Referral rewards and additional internal recognition programs
- Balanced workload designed to support sustainable performance and wellbeing
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