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Salary: USD 75,000 - 100,000 / annual
Archive is hiring a CX Operations & AI Enablement Specialist to own the systems, automation, and AI infrastructure powering the Customer Operations organization. This role spans customer support, trust & safety, partner experience, and 3PL operations. Currently, the entire AI triage and routing system, Zendesk administration, integrations, and CX reporting are maintained by one person. You will take full ownership: keeping systems running, debugging failures, and building next-generation automation to enable the team to operate leaner as the company scales.
This is a builder's role for someone equally comfortable as a systems thinker and scrappy operator—diagnosing a broken triage flow one hour and shipping new automation the next. You'll 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. You'll build new agents, tune existing ones, and update routing logic as policies and brands change.
Responsibilities include production debugging and reliability (resolving live issues like duplicate triage executions, 400 errors, and tag-matching failures), Zendesk administration (fields, views, tags, triggers, macros, MCP server, OAuth), integrations and measurement (connecting Zendesk to internal systems, tracking containment and deflection, building Zendesk Explore reporting), and roadmap work (expanding automation coverage, auditing the trigger library, refining classification accuracy, building monitoring and QA on AI agents, and instrumenting fraud and abuse signals).
You must have hands-on Zendesk administration and development experience (triggers, automations, custom fields, APIs), experience building AI or LLM-driven automation (ideally in support, classification, or routing), working knowledge of customer service workflows, scripting and integration skills (TypeScript or JavaScript, REST APIs, webhooks), and comfort operating without a playbook. High agency, low ego, high EQ, independent and self-directed judgment, real curiosity about AI, and startup experience or equivalent comfort with ambiguity are essential. Nice-to-haves include SQL, BI/analytics tools, and additional coding languages.
