Support Experience & Automation Specialist
Top Hat • Remote, Canada
Role Description
We are looking for a systems-minded professional to bridge the gap between technical support and automation engineering. This is not a traditional ticket-taking role. You will be the primary owner of our Self-Service Ecosystem , using AI and CRM automation to ensure our customers find answers before they ever need to reach out to a human.
What You’ll Do
Prototyping and Experimentation: Design and pilot experimental AI workflows to proactively address customer friction points before they appear in data
Salesforce Operations: You will identify and help implement workflow improvements within Salesforce to make our internal processes faster and more automated.
Root-Cause Escalations: You will handle high-level technical escalations, but with a twist—your primary goal is to use those escalations to update our AI and Knowledge Base so the issue never happens again.