About Our Company
At {company}, we are a team of innovators dedicated to revolutionizing the online travel space with cutting-edge technology.
We empower hotels to stand up to the might of Online Travel Agents (OTAs), creating a fairer playing field for all.
With our world-class dataset and innovative digital marketing tools, we're driving over £1bn in revenue annually for hotels worldwide.
Our mission is to transform the future of travel together, and we invite you to join us on this exciting journey.
Role Description
We're seeking a highly skilled and tech-savvy Support Automation Analyst to provide exceptional customer service and drive automation using AI tools.
The ideal candidate will have a passion for optimizing workflows, a keen interest in leveraging AI to transform customer support, and a proactive approach to improving the customer experience.
First-Line Support: Serve as the initial point of contact for customers, handling inquiries via email, chat, and other channels with speed and professionalism.
AI-Powered Automation: Use and optimize AI-driven tools to enhance response accuracy, reduce manual effort, and improve scalability.
Efficiency Optimization: Identify repetitive tasks and inefficiencies in current processes; implement AI and automation solutions to address these challenges.
Customer Self-Support Enablement: Enhance and maintain AI-supported resources, ensuring customers can easily find answers on their own.
Insights and Reporting: Analyze customer queries and feedback to identify trends and opportunities for AI-driven process improvements. Report on key metrics such as first response time, resolution time, % of tickets resolved on first contact, % of inbound queries resolved by AI bot/non-human interactions and customer satisfaction.
Cross-Functional Collaboration: Work closely with the Product and Engineering teams to ensure seamless integration of AI tools and provide input on enhancing customer-facing technologies.
Continuous Improvement: Stay informed about emerging AI technologies and trends, recommending and piloting new tools to improve the efficiency and quality of customer support.