Customer Service Solution Analyst

Summary

Join iVisa's growing global team as a Customer Service Solution Analyst! This crucial role focuses on enhancing our AI chatbot by conducting quality checks, identifying improvement opportunities, and optimizing workflows within Intercom. You will drive process improvements and automation, ensuring a seamless customer experience. iVisa offers a collaborative, remote-first work environment with various benefits, including mental wellness sessions, training allowances, extended family leave, and unlimited PTO for managers and above. We prioritize a positive customer experience and seek a detail-oriented, analytical individual passionate about technology and innovation. If you thrive in a fast-paced, ever-changing environment and want to make a substantial impact, this is the perfect opportunity for you.

Requirements

• Bachelor’s degree in Business or a related field
• At least 6 months of experience in Customer Service (as an agent or analyst), with a proven track record of being a top performer in the team and consistently achieving outstanding metrics, and 1 year of overall experience
• Exceptional attention to detail
• Strong logical and analytical skills
• Ability to understand and distinguish between an average and an exceptional customer experience, consistently advocating for and striving to deliver the latter
• Excellent communication skills in English, both oral and written
• Proven ability to self-manage, organize tasks, meet deadlines, and achieve goals

Responsibilities

• Take ownership of improving our AI Chatbot by conducting quality samples, identifying opportunities, and implementing solutions to enhance the customer experience
• Conduct daily quality sampling of cases resolved by our AI Chatbot
• Identify opportunities to improve AI Chatbot metrics (e.g., QA, CSAT, AHT) and enhance the user experience
• Manage our customer service platform (Intercom) and its logic, rules, conditions and workflows (e.g., routing, auto-close, and efficiency-driven processes) to optimize team performance
• Identify opportunities for process improvement and automation while ensuring an excellent customer experience
• Analyze the impact of process improvement and automation initiatives

Preferred Qualifications

• Experience in QA, Processes and/or Projects for Customer Service
• Passion for technology, automation, AI and innovation
• Want to grow in iVisa and go the extra mile to learn and provide the best experience to our customers
• Are open to taking on new challenges and working in an environment of constant change due to our accelerated growth
• Want to be a fundamental part of building the team and the foundation for the iVisa experience

Benefits

• Collaborative, friendly, and diverse culture
• Work from anywhere
• Mental wellness sessions
• Training Allowance
• Extended Family Leave policy
• Join us in our commitment to the planet and sustainability: For every iViser, we plant one tree, allowing you to contribute to our environmental initiatives
• Rest and Relaxation: We offer PTO for all employees and Unlimited PTO for managers and above