CX Operations & AI Enablement Specialist

Archive is hiring a CX Operations & AI Enablement Specialist to own the systems, automation, and AI layer that powers our Customer Operations org, spanning customer support, trust & safety, partner experience, and 3PL operations. Today, that entire layer, our AI triage and routing system, Zendesk administration, integrations, and CX reporting, is built and maintained by one person. You'll take full ownership of it: keeping it running, debugging it when it breaks, and building the next generation of automation that lets the team operate leaner as we scale. This is a builder's role for someone who is equal parts systems thinker and scrappy operator, comfortable diagnosing a broken triage flow one hour and shipping a new automation the next, with whatever tools and workarounds get the job done. If you're fluent in Zendesk, energized by AI-driven automation, and want to be the person who takes a CX operation from mostly-manual to mostly-automated, this is for you.

Responsibilities

Own and evolve the AI triage system that classifies and routes every inbound ticket, plus the library of AI specialist agents covering returns, order status, warranty and repair, delivered-not-received, and brand-specific policies; Build new agents and tune existing ones to take on new issue types or adjust tone and behavior to maintain brand voice; Update ticket routing and classification logic as policies and brands change; Build AI QA agents that review tickets against defined criteria; Resolve live issues such as duplicate triage executions, 400 errors on agent handoffs, double public replies, and tag-matching failures; Be the first responder when something in Zendesk breaks, from routing failures to reporting gaps; Investigate system-adjacent issues as they come up, such as carrier-scan delays or dispute bugs; Own fields, views, Tags,Triggers, macros, and configuration that keep routing and reporting accurate; Align WFM routing between scheduling and the omnichannel queue engine, including ticket forecasting and adherence/utilization tracking; Build and maintain the Zendesk MCP server, API keys, and OAuth permissions; Manage account creation, deletion, and permissions; Build and maintain the integrations connecting Zendesk to internal systems; Track containment and deflection through tag-based analysis, and diagnose root cause when rates drop; Build and maintain Zendesk Explore reporting so managers have reliable, self-serve data rather than building it ad hoc; Expand automation coverage into ticket types the agents don't handle yet, to push containment higher; Audit and clean up the trigger, automation, and macro library, which accumulates silent conflicts and bloat over time; Refine classification and triage accuracy in the weak spots; Build proper monitoring and QA on the AI agents so failures surface proactively instead of showing up as customer complaints; Instrument fraud, dispute, and abuse signals into the AI agents so Zendesk feeds Trust & Safety detection work

Requirements

Hands-on Zendesk administration and development experience: triggers, automations, custom fields, and APIs; Experience building AI or LLM-driven automation, ideally in a support, classification, or routing context; Working knowledge of customer service workflows and issues, so the agents you build actually reflect what customers are going through; Scripting and integration skills, such as TypeScript or JavaScript, plus familiarity with REST APIs and webhooks; Comfort operating without a playbook; this role is being defined as it's built, and the scope will shift as priorities do; High agency, low ego, high EQ; independent and self-directed, with the judgment to own a production system with little internal precedent to lean on; Real curiosity about and fluency in AI; someone who tracks the pace of change rather than working from what they learned six months ago; Comfortable moving fast and building scrappy, imperfect solutions when that's what the moment calls for, rather than waiting for the fully correct build; Startup experience, or the equivalent comfort with ambiguity and shifting scope

Nice to have

SQL and experience with a BI or analytics tool; Additional coding languages beyond the must-haves above

Benefits

Full benefits package including employee and dependent healthcare; 401(k) enrollment; Equity eligibility for certain roles; Remote work; Hybrid options for those near offices