Note: The job is a remote job and is open to candidates in USA. Archive builds technology that powers branded resale for leading companies and helps keep products in circulation. The CX Operations & AI Enablement Specialist will own the systems, automation, AI triage, Zendesk administration, integrations, and reporting that support Customer Operations, while expanding automation and improving reliability as the company scales.
Responsibilities
- Own and evolve the AI triage system that classifies and routes every inbound ticket, plus the library of AI specialist agents covering returns, order status, warranty and repair, delivered-not-received, and brand-specific policies
- Build new agents and tune existing ones to take on new issue types or adjust tone and behavior to maintain brand voice
- Update ticket routing and classification logic as policies and brands change
- Build AI QA agents that review tickets against defined criteria
- Resolve live issues such as duplicate triage executions, 400 errors on agent handoffs, double public replies, and tag-matching failures
- Be the first responder when something in Zendesk breaks, from routing failures to reporting gaps
- Investigate system-adjacent issues as they come up, such as carrier-scan delays or dispute bugs
- Own fields, views, Tags,Triggers, macros, and configuration that keep routing and reporting accurate
- Align WFM routing between scheduling and the omnichannel queue engine, including ticket forecasting and adherence/utilization tracking
- Build and maintain the Zendesk MCP server, API keys, and OAuth permissions
- Manage account creation, deletion, and permissions
- Build and maintain the integrations connecting Zendesk to internal systems
- Track containment and deflection through tag-based analysis, and diagnose root cause when rates drop
- Build and maintain Zendesk Explore reporting so managers have reliable, self-serve data rather than building it ad hoc
- Expand automation coverage into ticket types the agents don't handle yet, to push containment higher
- Audit and clean up the trigger, automation, and macro library, which accumulates silent conflicts and bloat over time
- Refine classification and triage accuracy in the weak spots
- Build proper monitoring and QA on the AI agents so failures surface proactively instead of showing up as customer complaints
- Instrument fraud, dispute, and abuse signals into the AI agents so Zendesk feeds Trust & Safety detection work
Skills
- Hands-on Zendesk administration and development experience: triggers, automations, custom fields, and APIs
- Experience building AI or LLM-driven automation, ideally in a support, classification, or routing context
- Working knowledge of customer service workflows and issues, so the agents you build actually reflect what customers are going through
- Scripting and integration skills, such as TypeScript or JavaScript, plus familiarity with REST APIs and webhooks
- Comfort operating without a playbook; this role is being defined as it's built, and the scope will shift as priorities do
- High agency, low ego, high EQ; independent and self-directed, with the judgment to own a production system with little internal precedent to lean on
- Real curiosity about and fluency in AI; someone who tracks the pace of change rather than working from what they learned six months ago
- Comfortable moving fast and building scrappy, imperfect solutions when that's what the moment calls for, rather than waiting for the fully correct build
- Startup experience, or the equivalent comfort with ambiguity and shifting scope
- SQL and experience with a BI or analytics tool
- Additional coding languages beyond the must-haves above
Benefits
- Certain roles are eligible for equity
- All employees are eligible for a full benefits package including employee and dependent healthcare and 401(k) enrollment
- This is a remote role open across the continental US
- Hybrid options for those nearby
Company Overview