Customer Support and AI Automation Specialist

About Delphi

At Delphi, we are revolutionizing customer support with cutting-edge AI tools. Our mission is to optimize workflows, enhance customer satisfaction, and scale our support systems for a growing base of clients. As a rapidly evolving tech company, we value innovation, efficiency, and long-term growth. We are seeking a Customer Support and AI Automation Specialist to join our team and play a critical role in optimizing customer interactions and integrating AI tools into the support process.

Job Overview

As the Customer Support and AI Automation Specialist, you will be responsible for managing and streamlining Delphi’s customer support operations. You will integrate AI tools like Delphi into support workflows to automate repetitive tasks and enhance customer engagement. This is a hands-on role where you will engage directly with customers, triage inquiries, and help scale the company’s support systems while maintaining high-quality service.

Key Responsibilities
• Manage Customer Support Channels: Take ownership of the support inbox, customer emails, and other communication channels (Upgrade to see actual info, Facebook) to ensure timely and efficient responses.
• Integrate AI into Support Systems: Work closely with the AI tools to automate responses to simple queries and create workflows that allow AI to take over repetitive tasks. Use Delphi and other LLMs to enhance the customer support experience.
• Enhance the Knowledge Base: Build, maintain, and update the knowledge base by adding new articles, FAQs, and troubleshooting guides based on customer inquiries. Ensure the knowledge base is easily accessible and self-service ready.
• Implement and Optimize Ticket Management System: Introduce and optimize a ticket management system (Zendesk, Freshdesk) to streamline the flow of support inquiries, enabling better tracking and prioritization of issues.
• Customer Engagement: Actively communicate with customers through emails and other channels, ensuring their needs are met and keeping them informed about new updates, changes, or solutions.
• Collaboration: Work closely with internal teams (development, operations) to ensure customer feedback is integrated into product development and AI tool improvements. Provide insights into how support systems can be optimized for better performance.
• Monitor Performance: Regularly track KPIs such as email response times, resolution rates, and customer satisfaction to ensure goals are being met. Report on progress and propose improvements.

Key Qualifications
• Experience in customer service or support roles, preferably in a tech or SaaS environment.
• Familiarity with AI tools (Delphi, ChatGPT, or similar platforms) and customer service platforms (Zendesk, Freshdesk, or others).
• Strong problem-solving skills, with the ability to assess and resolve customer inquiries efficiently.
• Exceptional communication skills, both written and verbal, with an ability to explain technical information clearly.
• Organizational skills to manage and prioritize multiple communication channels and customer inquiries.
• Ability to think critically and independently to find innovative solutions to support challenges.
• Comfortable working in a fast-paced, evolving environment and adapting to new tools and processes.

Why Join Delphi?
• Impact: This is a high-impact role where you’ll contribute directly to the growth and scalability of our business while ensuring customer satisfaction.
• Innovation: Be part of a company that is leveraging cutting-edge AI tools to improve customer service and business operations.
• Collaboration: Work with a talented team of individuals who are driven, creative, and passionate about delivering exceptional results.
• Growth: As Delphi.ai grows, you will have the opportunity to expand your role and take on more responsibilities, helping to shape the future of the company.

Core Values We Live By
1. No Excuses: We take ownership of our actions and results, never making excuses.
2. Walk the Walk: We lead by example, putting our words into action.
3. Underdog Mentality: We embrace challenges and thrive on proving doubters wrong.
4. High Quality and High Velocity: We move fast while maintaining the quality of our work.
5. Treat the Brand as You Would Treat Your Mother: We show reverence for our brand.
6. Anti-Upgrade to see actual infoticism: We think independently and avoid conforming to norms.
7. Focus on Inputs: We prioritize actions and efforts that lead to desired outcomes.
8. Embrace Criticism: We actively seek and learn from feedback to improve.
9. Long-Term Thinking: We make decisions with a focus on long-term success.

How to Apply
If you are passionate for creating amazing customer experiences, AI technology, and optimizing workflows, we’d love to hear from you! Please submit your resume and relay with “Rockstar CS” in the subject line.