PartnerHero · 3 hours ago
AI Platform Support Specialist
United States
Full-time
Remote
Mid Level
3+ years expCrescendo is a company that combines outsourcing expertise with innovative technology to enhance customer experience. They are hiring an AI Platform Support Specialist to ensure the reliability and optimization of their customer-facing AI systems, managing escalations and collaborating with various teams to maintain performance and stability.
ConsultingOutsourcingSoftware
Responsibilities
Monitor production AI systems and partner environments to ensure stable, high quality performance
Act as the first response layer for CX impacting AI incidents and escalations
Own triage, investigation, and resolution of AI escalations
Perform root cause analysis across AI configuration, workflows, routing logic, and platform behavior
Diagnose platform integration and configuration issues with support CRMs such as Zendesk, Gorgias, and Salesforce Service Cloud
Improve AI accuracy and consistency through behavior tuning and configuration updates
Implement optimisation opportunities identified by Crescendo’s AI Quality, Operations, and Partner teams
Review, validate, and implement optimisation initiatives related to AI behavior, routing, workflows, and integrations
Introduce safeguards and validation steps to prevent recurring failures and improve long term reliability
Periodically perform AI health checks across partner environments to ensure systems are aligned to evolving AI capabilities and best practices
Identify patterns in AI failure modes and drive long term reliability improvements
Translate CX impacting AI issues into clear engineering and product work
Provide detailed documentation, root cause summaries, and remediation recommendations
Partner with Product and Engineering to resolve systemic platform issues
Manage a portfolio of partner AI assistants over time, maintaining accountability for performance, stability, and continuous improvement
Identify optimisation opportunities specific to partner environments and drive improvement initiatives
Support long term partner success through proactive AI performance stewardship
Contribute directly to the evolution of Crescendo’s AI Support platform and operating model
Identify recurring issues and improvement opportunities that inform roadmap direction
Influence safeguards, validation frameworks, and escalation models as the platform scales
Qualification
Required
Three or more years of experience supporting production SaaS platforms or technical systems
Experience diagnosing, configuring, and administering support platforms such as Zendesk, Gorgias, Jira, or Salesforce Service Cloud, including workflows, routing logic, and integrations
Demonstrated ability to partner closely with Product and Engineering teams
Strong analytical and problem-solving abilities
High ownership mentality and comfort operating in ambiguity
Preferred
Zendesk Admin certification or equivalent platform administration experience is desirable
Benefits
Remote working arrangements
Generous paid time off
Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
Training and professional development opportunities
Company
PartnerHero
PartnerHero provides companies with staffing customer experience and software development fields.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2024-10-02Acquired
Leadership Team
Alexandria Dells
Provider Operations Partner Associate
Allison Moore, M.Ed.
Training Manager, Partner Operations
Recent News
2025-06-04
Triad Business Journal
2025-01-01
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