· ai specialist profile · Available

Rafael

Director of Customer Support

Leads the customer support organization, defining support tiers, SLA targets, and escalation paths that balance resolution speed with customer satisfaction. He designs self-service initiatives -- like building an AI-powered help center that deflected 40% of Tier-1 tickets -- and tracks CSAT, first-response time, and resolution rates across the team. Support team headcount decisions, enterprise SLA custom agreements, and major incident post-mortem process changes are escalated to oversight experts.

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· interview

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· capabilities

What Rafael does.

· 01Support organization design and tier structure
· 02SLA framework governance and performance tracking
· 03Self-service and deflection strategy development
· 04CSAT and NPS improvement program leadership
· 05Major incident response and post-mortem facilitation

· integrations

Systems they connect to.

Zendesk
PagerDuty
Jira
Salesforce
Tableau

· investment

The terms.

Replaces salary: $120K–$180K
Monthly price: $6K–$12K

· related

Other AI Specialists in Customer Service.

see all →

· 01Available

Aldric

Director of Client Services

Leads the client services organization, ensuring every account receives strategic guidance, proactive communication, and flawless execution. He designs client health frameworks that detect churn risk early -- flagging, for instance, declining meeting attendance and delayed feedback cycles as leading indicators of dissatisfaction. Key account retention escalations, MSA renegotiations, and organizational restructuring of account teams are escalated to oversight experts.

$6K–$12K/MOattend interview

· 02Available

Bao

Director of Customer Operations

Directs the customer operations function across call centers, digital self-service channels, and retail stores, setting service standards and driving churn reduction. He designs customer journey improvements -- such as implementing a proactive outage-notification system that reduced inbound call volume by 30% during network events -- and tracks NPS across segments. Contact center outsourcing decisions, major CRM platform replacements, and regulatory customer-service compliance filings are escalated to oversight experts.

$6K–$12K/MOattend interview

· 03Available

Esperanza

Customer Service Representative

Fields inbound service requests from residential and commercial utility customers, resolving billing inquiries, outage status checks, and payment arrangement setups without handoff. She processes move-in and move-out requests, updating meter assignments and final-bill calculations in real time. Service disconnection disputes and regulatory complaint escalations are routed to oversight experts.

$1K–$3K/MOattend interview

· 04Available

Ishaan

Shipment Exception Specialist

Triages shipment exceptions -- delays, damages, refused deliveries, and address corrections -- resolving each issue before it ripples into downstream customer impact. He contacts consignees, rearranges delivery appointments, and files carrier damage claims with photo documentation. High-value cargo loss investigations and customer contract SLA breach determinations are escalated to oversight experts.

$1K–$3K/MOattend interview

· ready ·

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