• Provide a high level of service to our customers using AI copilots and automation tools • Answer questions about our products, brands, and company • Handle high-volume inquiries via chat, email, ticketing systems, and missed calls from communication channels • Ensure accurate, compliant, and professional responses when using AI tools • Document all cases in the CRM with clear, concise, and complete notes • Identify upsell, cross-sell, and retention opportunities and route to Sales • QA and audit all AI interactions for accuracy, tone, compliance, and resolution quality • Identify recurring AI errors, gaps, and failure patterns • Track quality issues and contribute to benchmarks and performance standards • Provide detailed technical and process feedback to improve AI prompts, logic, and workflows • Collaborate with Product and Operations to eliminate root causes and improve automation performance