Customer Success Solutions Specialist
Employment Information
Job Description
Customer Success Solutions Specialist optimizing operations and driving automation for global customers at Booksy. Join a dynamic team to enhance customer experiences through strategic solutions.
Responsibilities:
- You'll shape the future of our Customer Success operations by identifying process bottlenecks and implementing automation or self-serve improvements.
- You'll design and implement scalable workflows, automations, and routing logic across various systems and functions to increase agent effectiveness.
- You'll manage and evolve Agentic AI assistants for deflection, triage, and agent support, continuously analyzing performance for iterative improvements.
- You'll act as the bridge between our global CS strategy and local team realities, customizing global workflows to fit regional market specifics while maintaining consistency.
- You'll drive the adoption of new technologies and AI initiatives, creating simple, engaging content to ensure high usage rates across global, non-technical teams.
- You'll partner with analytical counterparts to translate operational data into actionable insights and tools that empower the team.
Requirements:
- A deep understanding of customer service KPIs, quality management, and multi-channel CS operations (voice, chat, email, social).
- A solid understanding of contact deflection, routing logic, and the ticket lifecycle management.
- Basic technical proficiency (e.g., API, prompt configuration, or low/no-code builder).
- Experience with AI-based automation, such as Agent Assist, CoPilot, or LLM chatbots.
- Excellent problem-solving and stakeholder management skills.
- A strong, analytical, and data-driven mindset, comfortable working with performance dashboards.
- Structured project management: the ability to manage multiple, simultaneous initiatives, prioritize requests from various countries, and stick to deadlines without constant supervision.
Benefits:
- The opportunity to be part of something big - the world's fastest growing beauty marketplace
- Flexible working hours and opportunity to work remotely within your country
- Work in a welcoming team which is always ready to help
- Opportunity to develop in an international environment - we have teams in 6 countries
- Additional benefits that might differ depending on the location
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