Senior Leader overseeing Platform Operations at Wells Fargo, managing critical operational services and driving transformation. Responsible for enhancing service quality and efficiency across multiple functions.
About the role
- Support Operations Specialist optimizing customer support operations using AI and automation strategies. Collaborate with cross-functional teams to enhance workflows and ensure efficient customer service.
Responsibilities
- Support the development and optimization of support tools and workflows, partnering with senior team members to enhance automation and operational efficiency.
- Increase AI-driven case resolution rates, ensuring automation resolves customer inquiries accurately while maintaining high service quality.
- Improve CSAT and customer experience by refining AI responses, identifying friction points, and continuously iterating on support processes.
- Drive MRR growth by leveraging AI and automation to scale support operations— improving retention, reducing friction, and enabling revenue growth without sacrificing quality or customer trust.
- Eliminate inefficiencies by streamlining workflows, automating repetitive tasks, and improving handoffs between AI systems and human support.
- Contribute to cross-functional initiatives that modernize support operations and keep high-impact improvements on track.
- Leverage data and analytics to measure AI impact, identify trends, and drive continuous improvement.
- Identify operational issues, escalate risks when needed, and support the implementation of durable, scalable solutions.
- Bring a startup mindset—move fast, experiment thoughtfully, and use data to guide decisions.
Requirements
- 2+ years of experience in support operations, AI Trainer, a related operational role or graduated with a technical degree.
- Hands-on exposure to AI-driven support tools (e.g., chatbots, automation rules, AI-assisted workflows) and a strong desire to deepen that expertise.
- Demonstrated curiosity and comfort learning in fast-paced, evolving environments.
- A bias for execution—you can support and ship improvements in partnership with more senior teammates.
- A data-informed mindset—you’re comfortable using metrics to evaluate case resolution, automation performance, and CSAT trends.
- Passion for automation and AI—you’re motivated by finding smarter, faster ways to get work done.
- Strong collaboration skills and comfort contributing to cross-functional projects.
- Process-oriented thinking—you document, refine, and iterate on workflows to drive consistency and scale.
- Technical fluency with support systems, internal tools, and APIs (or the ability to ramp quickly).
Benefits
- Ownership & Financial Security: Stock options + 401(k) with 4% match
- Comprehensive Healthcare: Medical, dental, and vision coverage + FSA options
- Flexible Time: Unlimited PTO (salaried) + company holidays
- Family Support: Up to 12 weeks of paid parental leave (after 6 months of service)
- Protection Plans: Life insurance + short/long-term disability coverage
- Work Your Way: Work From Anywhere Month + meeting-free weeks yearly
- Workspace Perks: Meals provided, commuter benefits, team offsites, and Customer Days
- Our Hybrid Rhythm: We believe collaboration drives impact. That’s why Monday-Thursday are our required in-office days— a time to move faster as a team, build deeper connections, make better decisions, and build together.
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