Customer Happiness Resource Specialist

Customer Happiness Resource Specialist Customer Happiness Operations • AI Oversight • Workflow Intelligence Do you enjoy figuring out how systems work? Do you naturally notice patterns, inefficiencies, and operational issues that others miss? Are you the person who asks "why?" when something doesn't make sense and enjoys digging into the details until you find the answer? If so, we'd like to meet you. At Sun Coast Sciences, we're looking for a Customer Happiness Resource Specialist to help maintain the health, effectiveness, and efficiency of our Customer Happiness operations. This is not a traditional customer service position. Instead, this role serves as a real-time operational resource focused on monitoring support channels, maintaining workflow flow, supporting AI quality, identifying operational issues, and helping leadership maintain visibility into Customer Happiness performance. What You'll Be Responsible For Monitor Customer Happiness Operations You'll spend much of your day monitoring customer support queues, communication channels, agent activity, and workflow performance to help ensure customer conversations continue moving efficiently through the department. You'll identify issues, spot bottlenecks, escalate concerns when necessary, and help maintain operational accountability across Customer Happiness teams. Support AI & Automation Quality You'll help monitor AI-assisted customer interactions, identify hallucinations, broken workflows, inaccurate responses, and automation gaps, and ensure concerns are escalated through the appropriate channels. You'll also have opportunities to expand your knowledge of AI systems, workflow automation, and customer experience technology as our tools continue to evolve. Investigate Operational Issues You'll identify recurring issues, investigate root causes, and help uncover opportunities to improve workflows, communication, customer experience, and operational efficiency. You'll use systems, operational data, cloud-based reporting tools, and AI-assisted analysis to help identify patterns and support continuous improvement efforts. Help Keep Customer Happiness Running Smoothly You'll work closely with leadership, managers, and frontline teams to maintain visibility into queue health, workflow effectiveness, support channel performance, and operational readiness. Your observations and recommendations will help support faster response times, improved workflows, and a better customer experience. What Makes Someone Successful in This Role You may be a strong fit if you: Enjoy solving problems and investigating issues Naturally notice patterns and inconsistencies Like understanding how systems, workflows, and technology interact Are highly organized and detail-oriented Enjoy monitoring and improving operational processes Are comfortable working across multiple systems simultaneously Are curious about AI, automation, and emerging technologies Prefer making decisions based on facts, observations, and evidence Enjoy finding opportunities to make things work better Preferred Experience Customer support operations Workforce management or real-time monitoring Quality assurance Workflow analysis AI-assisted support tools Automation platforms Contact center operations Cloud-based reporting tools and operational dashboards Experience with Gladly, AI tools, workflow automation, or customer experience technologies is a plus. Why This Role Matters The Customer Happiness Resource Specialist serves as the operational eyes and ears of the department. By identifying issues early, supporting AI quality, maintaining workflow effectiveness, and helping teams stay aligned with operational priorities, you'll play a direct role in improving both the customer experience and the effectiveness of the Customer Happiness organization. Schedule Full-Time | 40 Hours Per Week If you're someone who enjoys solving problems, learning systems, identifying opportunities for improvement, and becoming the person others rely on for operational insight, we'd love to hear from you.