Insurance administrator supporting portfolio compliance, policy updates, and claims for DLL, a global asset finance company. Managing customer communications and insurance documentation.
About the role
- AI Operations Specialist improving support processes, customer experience, and automation for Cayenta’s enterprise resource management software. Designing, deploying, and governing AI tools across Customer Operations.
Responsibilities
- Drive Support transformation and continuous improvement by evaluating processes, identifying pain points and inefficiencies, and recommending solutions
- Gather and analyze feedback from customers, Support teams, leadership, and stakeholders, translating business needs into process, technology, and AI improvements
- Examine ticket trends, customer interactions, support metrics, and recurring issues to identify opportunities to reduce customer effort and improve support
- Identify opportunities to use AI, automation, and emerging technologies to improve Support processes and customer interactions
- Design, configure, test, deploy, and continuously improve AI tools used by employees and customers
- Serve as subject matter expert and escalation resource for AI-related tools and capabilities
- Monitor AI performance, accuracy, adoption, customer feedback, and business impact and recommend improvements
- Develop and maintain prompts, workflows, knowledge sources, test scenarios, documentation, and operational standards
- Coordinate AI and Support improvement initiatives from discovery through testing, implementation, adoption, and measurement
- Partner with Product and R&D to ensure AI capabilities are supportable and operationally ready before rollout
- Develop training, troubleshooting procedures, knowledge articles, and best practices for Support teams
- Champion responsible AI adoption throughout Customer Operations
- Establish success measurements for improvement initiatives, including efficiency, adoption, customer satisfaction, ticket reduction, resolution time, and employee experience
- Help define processes and operating model for a future AI Support/Operations function
Requirements
- 3+ years of experience in customer support, business analysis, process improvement, technical support, or a related role; equivalent education and experience will also be considered
- Strong analytical and investigative skills
- Experience evaluating business processes and helping drive improvements from idea through implementation
- Experience with or strong working knowledge of generative AI and AI-assisted tools
- Strong technical aptitude and ability to quickly learn new AI platforms, applications, and technologies
- Strong customer-service mindset
- Ability to work independently while collaborating effectively across Support, Product, R&D, and other teams
- Strong written and verbal communication, organization, and project-management skills
- Commitment to continuous learning, experimentation, documentation, and responsible use of AI
- Current, valid passport
- Legally eligible to travel internationally, including passport-based visa exemption or required travel visas for entry into Canada, the United States, and the Caribbean
- Experience implementing or supporting AI agents, chatbots, copilots, automation, or other AI-powered solutions is a differentiator
- Experience with prompt design, AI workflows, knowledge grounding, or testing AI solutions is a differentiator
- Experience analyzing support data, customer feedback, or operational metrics is a differentiator
- Experience with APIs, SQL, integrations, scripting, or other technical concepts is a differentiator
- Experience with business requirements, user stories, testing, or change management is a differentiator
- Previous experience with enterprise software, ERP, CIS, or utility technology is a differentiator
- Previous experience in the utility industry is a differentiator
Benefits
- 3 weeks’ vacation and 5 personal days
- Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
- Employee stock ownership
- RRSP/401k matching programs
- Lifestyle rewards
- Remote work
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