Automation Specialist

Role overview

This is a remote Automation Specialist position based in Germany and advertised on behalf of a partner employer that handles the application process and all subsequent steps. The role centers on reimagining customer support operations through intelligent, scalable, AI-enabled systems that improve efficiency and the overall customer experience.

You will work across process analysis, automation planning, and practical AI use in live support environments. The job involves reviewing current workflows, spotting inefficiencies, and creating data-led automation approaches that fit each client’s systems and operating model. In this hands-on, client-facing position, you will partner with global customers and internal teams to streamline ticket flow, reduce friction in operations, and strengthen support performance. The role combines analytical thinking with solution design in a fast-moving international setting where AI and support innovation are core to the work.

Key responsibilities

• Lead structured discovery and audit conversations to examine support workflows, SLAs, and performance indicators.
• Review customer support tools and ticketing platforms such as Zendesk, Freshdesk, and Intercom to gauge their automation and AI capabilities.
• Spot bottlenecks, inefficiencies, and improvement opportunities across support processes and escalation routes.
• Create automation approaches that can scale and align with each client’s business needs, technology stack, and operational targets.
• Suggest and map AI-based solutions including chatbots, NLP-driven categorization, auto-triage, and agent-assist tools.
• Build AI readiness assessments and implementation roadmaps that define current gaps and future-state solutions.
• Convert technical findings into concise, well-structured recommendations suitable for senior stakeholders.
• Keep current with new AI tools and best practices in customer support automation.

Requirements

• Fluent written and spoken English.
• At least 1 year of experience in AI-led automation, workflow improvement, or customer support transformation.
• Strong grasp of customer support operations and metrics such as CSAT, FCR, AHT, SLAs, and ticketing flows.
• Practical experience with support platforms like Zendesk, Freshdesk, or Intercom and their automation features.
• Understanding of how AI is used in customer support, including chatbots, NLP systems, and agent-assist tools.
• Ability to run structured discovery sessions and interpret operational workflows and data patterns.
• Strong analytical ability to identify inefficiencies and prioritize changes with the greatest impact.
• Experience building scalable workflows and automation strategies that support business goals.
• Excellent communication skills with the ability to explain technical findings clearly to non-technical audiences.
• Bonus: basic knowledge of APIs, integrations, and support system architecture.

Benefits

• Entirely remote setup available across Europe.
• Competitive pay in USD.
• Flexible working hours aligned with business hours.
• International and inclusive workplace culture.
• Chance to work with leading global clients and modern support technologies.
• Strong emphasis on learning, development, and career growth.
• Culture built on trust, autonomy, and minimal administrative burden.
• Referral rewards and other internal recognition initiatives.
• Balanced workload intended to support sustainable performance and wellbeing.

Additional information

This opportunity is managed through a partner company, which also oversees application screening and the next stages of hiring. Applications are assessed using an AI-supported matching process designed to review candidates quickly, consistently, and fairly against the role’s key requirements. The resulting shortlist is shared with the hiring employer, while interviews, assessments, and final decisions are handled by their internal team.

Data privacy and hiring process notice

By applying, you agree that your personal data may be processed to assess your candidacy and shared with the hiring employer where relevant. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection at any time.

AI tools may also be used to support parts of the recruitment process, including resume review, application analysis, response assessment, and the identification of possible inconsistencies or verification signals. These tools assist the recruitment team but do not replace human judgment. Final hiring decisions are made by people.