CS Operations Representative

Company Overview

Loris is a real-time intelligence layer for digital customer experience and support teams to ensure customer service agents say the right thing at the right time. Unlike bots and other AI solutions, Loris combines both human and machine learning to surface insights in 100% of conversations in real time and also allows the ability to A|B test different policies, macros and scripts to determine how to drive the best outcomes across every customer interaction to drive lifetime value.

About the role:

Loris is looking for an energetic CS Operations Representative to be part of the AI-based product development team, reporting to the Director of CX.

Services and requirements:

• The position requires to work in East Coast time zone- Monday to Friday , 16:00 -23:00 Israel time (with flexibility to special occasions).

• Ability to familiarize self with Loris-specific domain knowledge through self-study materials, including videos and Notion pages.
• Participation and note-taking in meetings when necessary.
• Efficient management of tasks with a keen eye for detail and the ability to prioritize as required.
• Analysis of conversations for insights and annotation support.
• Serve as an internal customer service subject matter expert for the Loris product team, providing insights and interviews for product feature development.
• Perform frontline agent duties, including but not limited to completing end-user QA at Loris' client environments, reporting bugs in Jira to the technical team and tracking through to completion, and implementing product workflows on the Loris platform.

• Administrative tasks: the role will involve a significant amount of administrative work, including data management and spreadsheet- based tasks. Completing tasks on Loris' Django and back Office platform, such as managing team structures for agents.
• Responsible for QAing releases for every individual client
• Review release notes and indicate which clients are impacted by each Jira ticket completed
• Support the Product Ops Manager as needed for technical onboarding of clients (setting feature flags and configurations, QAing the integration, etc.)
• Development and implementation of process flows