Key Responsibilities Analyze support workflows to identify pain points and automation opportunities Design and maintain scalable automations that improve efficiency and customer satisfaction Experiment with and optimize AI prompts for real-world support use cases Monitor, troubleshoot, and iterate on workflow logic, APIs, and system integrations Collaborate cross-functionally with Engineering (for integrations), Product (for tooling), and Operations (for process changes) Drive adoption of automation solutions across the support organization Own and execute on a clear automation roadmap with measurable impact What We're Looking For 5-7+ years of hands-on experience in customer support, technical support, or automation operations Customer-Centric + Process-Minded Deep understanding of customer service dynamics and support tooling Ability to break down complex workflows into clear, logical steps A mindset that prioritizes customer outcomes, not just ticket volume Detail-oriented and constantly refining systems based on real-world feedback Technically Curious Experience crafting, testing, and refining AI prompts (prompt engineering) Familiarit. You don't need to be a developer, but you should feel energized by the idea of connecting platforms, crafting prompts, and automating repetitive workflows.