CX Operations & AI Automation Specialist - Maternity leave cover

Technology Operations & Automation Specialist | Customer Experience

Full-time | Petah Tikva | 4 days a week in the office + 1 day working from home | Maternity leave cover

Lupa, Israel’s beloved photo book brand for 20 years, is looking for a Technology Operations & Automation Specialist to join our Customer Experience team.

We turn photos into books. You’ll help turn everyday processes into smarter workflows. This role connects our customer service team with the company’s systems and Technology team, directly impacting operational efficiency and the customer experience. There’s room for initiative, good ideas, and expanding your responsibilities.

Responsibilities:

• Manage, maintain, and enhance Zendesk, including triggers, routing, ticket merging, and integrations
• Develop and maintain the chatbot, including conversation flows, knowledge sources, and quality assurance
• Build and maintain workflow automations using Make and internal tools
• Implement and develop AI agents, including voice agents
• Manage WhatsApp templates and connections between systems
• Identify bugs, perform root cause analysis, provide clear handoffs to Development, and track and prioritize issues with the Development team
• Map data and define reporting requirements, working with BI and the database
• Identify manual processes and lead solutions to improve efficiency

Requirements:

• At least one year of experience in a technical operations role, such as CX Ops, Support Ops, information systems, automation, or a similar position
• Experience working with a CRM or customer service platform, such as Zendesk, Salesforce, Freshdesk, or similar
• Experience with SQL, APIs, and webhooks
• Experience with chatbots or AI agents in a customer service environment
• Experience building automations using no-code tools, such as Make, Zapier, n8n, or similar
• Advanced use of AI tools, including prompt creation and workflow development
• Ability to translate business needs into technical specifications
• Analytical thinking and the ability to get to the root of a problem
• Ability to work with multiple stakeholders across the organization simultaneously
• Independence, initiative, and the ability to learn quickly
• Native-level Hebrew and a high level of English

Think you’d be a great fit? We’d love to hear from you! Send your CV to [email protected] and let’s create something amazing together.

Note: For your application to be considered, please send your CV as a PDF and include your name in the file name.