Customer Experience Specialist – AI Operations

About us

Influx delivers on-demand, 24/7 customer support for brands and companies worldwide. Our global team of agents and managers works across time zones to provide seamless, high-quality support every day of the year, including holidays.

Location: Colombia

Work Mode: Remote – BYOD (Bring Your Own Device)

Department: Operations / Delivery

Reports to: Team Leader

Imagine doing more than just responding to customers and improving how support works altogether.

We’re looking for a Senior Customer Experience Specialist (AI-Enhanced) who can deliver excellent customer support while working alongside AI tools to improve quality, accuracy and efficiency.

In this role, you’ll operate with a high level of ownership, handling complex cases while helping shape how AI supports customers behind the scenes.

What you’ll do

You’ll work across two core areas:

→ Support customers (Tier 2 level)

• Handle complex or sensitive customer cases with empathy and sound judgment
• Review and refine AI-generated responses to ensure clarity and accuracy
• Step in where automation falls short and provide thoughtful human solutions

→ Improve how support works

• Identify gaps, inconsistencies or errors in AI responses
• Help refine knowledge bases, workflows, and documentation
• Contribute to improving how AI tools support customer interactions

What makes this role unique

This is not a traditional support role.

You won’t just follow processes. You’ll help improve them.

You’ll combine:

• Customer support expertise
• Strong written communication
• Critical thinking and problem-solving
• Adaptability in fast-changing environments

Your main tool is writing.

More specifically, reviewing, refining and elevating AI-generated communication.

What we’re looking for

We’re looking for candidates who can perform across four key areas:

• Customer Service - 2 or more years of BPO or Customer Service experience
• Strong customer focus with the ability to manage complex scenarios
• Client-Facing Communication - internal and external stakeholders
• Mandatory Advanced English ( B2+) with clear, professional, and effective communication
• Continuous Improvement Mindset
• Ability to identify issues and improve systems, documentation, or workflows
• Adaptability
• Comfortable working in dynamic environments and learning new tools quickly.

Technical Requirements (BYOD)

• Reliable and stable internet connection.
• Computer with a minimum Intel Core i5 processor or equivalent.
• Noise-canceling headset.
• A fully functional laptop and reliable high -speed internet are required (Windows operating system only; iOS is not supported).

Why join us

• Be part of the transformation of customer support
• Work at the intersection of AI and operations
• Move beyond repetitive tasks into system-level impact

If you’re excited about the future of AI + human collaboration, this role is for you. Apply now