Customer Service Relations Specialist
JobInterview, Mission, KS, United States
Customer Service Relations Specialists handle complex and sensitive customer situations, rebuilding relationships after negative experiences and advocating internally for customer needs. They develop retention strategies and report on escalation trends. Advanced customer service and conflict resolution skills are required.
Role Summary
Purpose
The Customer Service Relations Specialist acts as the primary bridge between our enterprise clients and our AI-driven support ecosystem, ensuring high-touch human intervention where complexity and empathy are paramount.
Impact
This role directly influences net revenue retention (NRR) and ensures our service delivery remains compliant with the 2026 EU AI Act standards for human-in-the-loop oversight.
Team Structure
Member of the Global Relations Team, collaborating with AI Engineers, Legal Compliance Officers, and Account Managers.
Reports To
Head of Customer Experience
Working Conditions
Travel Required: 15%
Standard business hours with rotating "on-call" coverage once per quarter for critical enterprise incidents.
Physical Requirements
Ability to maintain focus during extended periods of screen-based analytical work
Clear verbal communication for video conferencing and client presentations
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Role Summary
Purpose
The Customer Service Relations Specialist acts as the primary bridge between our enterprise clients and our AI-driven support ecosystem, ensuring high-touch human intervention where complexity and empathy are paramount.
Impact
This role directly influences net revenue retention (NRR) and ensures our service delivery remains compliant with the 2026 EU AI Act standards for human-in-the-loop oversight.
Team Structure
Member of the Global Relations Team, collaborating with AI Engineers, Legal Compliance Officers, and Account Managers.
Reports To
Head of Customer Experience
Working Conditions
Travel Required: 15%
Standard business hours with rotating "on-call" coverage once per quarter for critical enterprise incidents.
Physical Requirements
Ability to maintain focus during extended periods of screen-based analytical work
Clear verbal communication for video conferencing and client presentations
#J-18808-Ljbffr