• Build AI CX agents that process all incoming tickets • Review AI agent performance and real customer interactions to ensure automation handles more cases efficiently while maintaining high quality and customer satisfaction • Identify patterns across conversations and use them to improve agents, workflows, and self-serve experiences • Build, refine, and actively manage AI-driven support logic • Proactively expand automation into new areas to reduce manual work and increase system coverage • Support customers on complex, sensitive, or edge-case issues that require manual investigation • Handle escalations and high-stakes scenarios with care and ownership • Follow issues through until there is a real resolution