CX & AI Specialist

CX & AI Specialist

Location: Singapore

Team: Customer Experience

About HeyMax

HeyMax is building a smarter way for people to earn and use rewards across cards, merchants, travel, and loyalty partners. As we grow across products and markets, customer experience is a key lever for trust, retention, and scale.

About the role

We're hiring a CX & AI Specialist to help us rebuild how Customer Experience and Support work at HeyMax, with AI at the core.

This is not a traditional content or support role. We're not bolting AI onto existing processes. We're redesigning CX workflows from the ground up so AI does the heavy lifting and humans focus on judgment, quality, and decisions. You'll be one of the key people driving that shift.

You'll work directly with the CX lead and sit close to the business, partnering with Product, Ops, and Marketing to improve support quality today while building the AI-enabled CX model that lets us scale into new products and markets without scaling headcount to match.

What you'll do

• Redesign CS and CX workflows to be AI-first: decide where AI should run the work, where structured process is needed, and where human judgment matters most
• Own AI chatbot performance, improving response quality, accuracy, deflection, and resolution outcomes
• Own the quality of customer-facing knowledge: FAQs, help center content, and the SOPs that feed our AI agents. What goes in determines what comes out
• Build, test, and iterate on prompts, skills, and AI workflows using real examples and tight feedback loops
• Translate business and product context into clearer customer-facing content and better operational logic
• Bring the customer POV upstream by working with cross-functional teams to surface pain points earlier in product and campaign decisions
• Support CX scalability as HeyMax expands into new products and markets

Who we're looking for

Someone strong on execution, hands-on with AI, and excited to redesign how a team works, not just operate within it.

You may be a fit if you:

• Have experience in Customer Experience, Support, Operations, Knowledge Management, Product Ops, or similar
• Have a clear framework for working with AI: when to delegate to it, when to verify its output, and how to balance speed, control, and quality
• Use AI tools in your daily work today, beyond the occasional prompt
• Have strong writing and structured thinking skills
• Are comfortable with ambiguity and figuring things out from first principles
• Care deeply about quality, clarity, and the customer
• Enjoy working across teams and getting close to the business context behind customer issues

We care more about drive, curiosity, and learning speed than years of experience or AI pedigree. The tooling is changing too fast for anyone to be a settled expert. We want someone who keeps up and pulls the team along.

Preferred experience

• 2 to 5 years in a relevant role
• Experience with support platforms, help center systems, chatbot tooling, or operational documentation (we run on Intercom, with Fin as our AI agent)
• Hands-on experience building AI into real workflows: prompts, agents, automations, or similar
• Exposure to fast-paced startup or tech environments
• Fintech, consumer internet, marketplace, travel, or loyalty is a bonus

What success looks like

• Higher ticket deflection and better resolution outcomes
• Consistent, accurate customer-facing knowledge that both customers and AI agents can rely on
• Improvement in CX quality signals such as AI-driven CX score and CSAT
• A CX function that scales into new markets and products without a matching increase in headcount

Why join

You'll work on a high-leverage problem at the intersection of CX, AI, and operations, with direct influence on how support evolves as HeyMax grows. We're rebuilding CS from the ground up, so you'll shape the model rather than inherit it, and you'll learn alongside a company going AI-first in every function.

If you like messy problems, improving systems, and using AI in practical ways to create better customer outcomes, this role is for you.