onsite

AI Customer Support & Operations Specialist

The AI Customer Support & Operations Specialist will transform how ExpressVPN supports its global user base by designing, optimizing, and scaling support workflows using AI tools. This role focuses on improving customer experience, reducing operational workload, and shaping the evolution of support in an AI-first environment. Responsibilities include operating and optimizing AI-driven support, improving efficiency, analyzing customer interactions, and enhancing customer experience with product teams.

About the role

About the Role

Are you excited about the future of AI-powered customer support? We’re looking for a highly analytical and hands-on AI Customer Support & Operations Specialist to help us transform how we support a global user base. This role sits at the intersection of Customer Support, AI, and Product, where you’ll go beyond traditional ticket handling to actively design, optimize, and scale support workflows using AI tools. You’ll play a key role in improving customer experience, reducing operational workload, and shaping how support evolves in an AI-first environment. Customer support is no longer just reactive—it’s becoming a core product capability powered by AI. In this role, you’ll help define how we scale support intelligently, improve user experience, and build systems that serve millions of users efficiently.

What You’ll Own

Operate & Optimize AI-Driven Support

Drive day-to-day operations of AI-powered support tools (chatbots, LLM-based systems, automation workflows).
Continuously improve AI performance by refining prompts, response quality, and automation logic.
Ensure AI delivers accurate, helpful, and brand-aligned customer interactions.

Improve Support Efficiency & Scale

Identify opportunities to reduce manual workload through automation and workflow improvements.
Track and improve key support metrics such as SLA adherence, resolution time, and CSAT.

Analyze Customer Interactions

Analyze support tickets, conversations, and user behavior to identify patterns and recurring issues.
Use data to prioritize automation opportunities and support enhancements.

Enhance Customer Experience with Product Teams

Collaborate closely with Product and Engineering teams to improve in-app user experience.
Provide structured feedback based on customer pain points and support trends.
Help reduce support volume by improving self-service capabilities.

What You’ll Need to Succeed

Required Background & Experience

3–6+ years of experience in Customer Support, Customer Success, or Support Operations roles.
Experience supporting global B2C products (mobile apps, SaaS, or digital platforms).
Strong written and spoken English communication skills.
Experience working across multiple time zones and international customer bases.
Solid understanding of support processes, SLAs, and handling complex/escalated cases.