Customer Service AI Specialist

Company Description RepForce.ai is a technology company focused on using artificial intelligence to transform customer service and support operations. The organization builds tools that help businesses respond to customer inquiries faster, more accurately, and at scale. Team members collaborate across product, engineering, and customer-facing functions to deliver practical AI solutions that fit real-world workflows. RepForce.ai values data-driven decision-making, continuous improvement, and a culture of learning. The company offers a remote work environment, enabling professionals to contribute from a variety of locations.

Role Description The Customer Service AI Specialist is a full-time remote role responsible for designing, configuring, and optimizing AI-driven customer support solutions. Day-to-day work includes analyzing customer service workflows, defining use cases for AI automation, and collaborating with product and engineering teams to implement and refine AI models. The specialist will review customer interaction data, adjust conversation flows, and test system performance to improve accuracy, responsiveness, and customer satisfaction. This role also involves partnering with client-facing teams to gather feedback, create best practices, and provide training or documentation so users can effectively leverage AI tools. The specialist will monitor key metrics, troubleshoot issues, and recommend enhancements to ensure reliable and inclusive customer experiences.

Qualifications

• Experience with customer service operations, including handling inquiries, resolving issues, and improving support workflows.
• Familiarity with AI or automation platforms used in customer support, such as chatbots, virtual assistants, or ticket routing systems.
• Strong analytical skills for interpreting customer interaction data, identifying patterns, and recommending process or system improvements.
• Clear written and verbal communication skills for documenting use cases, creating guidelines, and collaborating with technical and non-technical stakeholders.
• Ability to work independently in a remote environment, manage priorities, and coordinate with distributed teams across time zones.
• Understanding of customer experience principles, including empathy, accessibility, and inclusive communication practices.
• Background in customer support, operations, product management, or a related field; experience in SaaS or technology companies is a plus.
• Bachelor’s degree in a relevant field (such as Business, Communication, Information Systems, or similar) or equivalent practical experience.