Customer Support Expert (CX Intelligence, VoC & Quality Operations Expert) for AI-Native CX Platform

CX Intelligence, VoC & Quality Operations Expert — AI-Native CX Platform We’re building an AI-native Customer Experience (CX) Intelligence and Quality Assurance platform and are looking for an experienced CX leader, CX Operations leader, VoC/Insights leader, or Quality Management expert to work with our product team on a fractional/contract basis. We have a working platform being used with early enterprise customers and are looking for someone with deep, hands-on experience turning customer conversations and feedback into insights, operational actions, and better business decisions. This is not a customer support agent role or a general CX consulting engagement. We’re looking for someone who has actually worked with CX data, insights, QA, and/or operational workflows and can help us determine how the product should work end-to-end. What We’re Building Our platform analyzes customer conversations to surface quality signals, patterns, trends, issues, and insights. We want those insights to create value across multiple levels of an organization: Customer Support / QA Use Custom AutoQA and conversation-level analysis to evaluate quality, identify failures, understand agent/team performance, coach teams, and improve processes. CX Insights / Analytics / Strategy Understand what customers are experiencing, identify emerging themes and issues, investigate why they’re happening, find root causes, understand changes over time, and prioritize what matters. Business Leaders — eCommerce, Product, Digital, Operations, etc. Use customer intelligence to make better business decisions. Customer conversations can reveal product issues, journey friction, conversion barriers, policy problems, recurring complaints, unmet needs, and other opportunities that extend beyond the support organization. Executive Leadership Understand the highest-level customer trends, risks and opportunities, how teams are performing, what is improving or deteriorating, and how customer experience is impacting the broader business. We want help designing how this underlying intelligence should roll up, drill down, and translate into action for each of these users. What We Need Help With CX Intelligence / Voice of Customer We want to build exceptional workflows for turning large volumes of customer conversations into useful intelligence. We want your help thinking through questions such as: * What insights are genuinely useful versus simply interesting? * What should CX Insights, Analytics, and Strategy teams be looking for? * How should themes, trends, emerging issues, and changes over time be surfaced? * How should users move from an aggregate insight into drivers, segments, root causes, and individual conversations? * What evidence is needed for users to trust an AI-generated insight? * How should insights be prioritized based on impact, urgency, or opportunity? * How should insights translate into actions across CX, eCommerce, Product, Operations, and other teams? * How should teams track whether an identified issue improves over time? * How should detailed CX intelligence roll up into executive-level insights about performance, customer trends, business risks, and opportunities? CX Quality / AutoQA We also want to build strong end-to-end workflows around automated Customer Support Quality Assurance. We want your help thinking through: * What should an effective QA / AutoQA workflow look like end-to-end? * How should QA rubrics and evaluation criteria be structured? * How should teams review and validate automated evaluations? * What evidence should accompany scores and failed criteria? * How should teams identify patterns across agents, teams, interaction types, and issues? * What happens operationally after a quality issue is identified? * How should findings translate into agent coaching, process changes, or broader operational improvements? * How should teams monitor whether quality improves over time? What You’ll Help Us Do You’ll work directly with our founders and Product/UX team to: * Review and critique our existing platform from a CX practitioner’s perspective * Help define end-to-end CX Intelligence / VoC workflows * Help define end-to-end Quality / AutoQA workflows * Advise on how insights, trends, root causes, and supporting evidence should be surfaced * Help determine what different users actually need to see and act on * Help define how conversation-level intelligence should roll up from Support/QA → CX leadership → business functions → executive leadership * Review QA methodologies, rubrics, scoring approaches, and workflows * Help translate findings into coaching, operational actions, and cross-functional business recommendations * Pressure-test metrics, dashboards, alerts, and product concepts * Work alongside our Product/UX team to ensure designs reflect how CX organizations actually operate Ideal Background We’d particularly like to speak with people with experience in one or more of the following: * Head / Director / VP of Customer Experience * CX Operations * Voice of Customer / Customer Insights * CX Analytics / Conversation Intelligence * CX Strategy * CX Quality Assurance / Quality Management * Customer Support Operations * Product, Solutions, or CX leadership at a CX software company Experience with platforms such as Qualtrics, Medallia, Zendesk, Intercom, Gorgias, Zendesk QA/Klaus, MaestroQA, Observe.AI, Level AI, Salesforce Service Cloud, or similar CX/VoC platforms is highly valuable. Experience with AI-native CX, AutoQA, or AI customer support products is particularly valuable. What We’re Really Looking For We don’t need generic CX strategy advice. We want someone who understands how customer conversations get transformed into intelligence and ultimately into decisions. You should be able to look at an insight and ask: “Is this actually useful? Why should I care? What evidence do I need to trust it? Why is it happening? What should I do next?” You should also understand that the answer may be different depending on the user. A QA Manager may need to understand why an interaction failed and coach an agent. A CX Insights leader may need to identify a systemic customer issue and its root cause. An eCommerce leader may need to understand how customer feedback should influence the online journey. An executive may need to understand the overall trend, business impact, and what deserves attention. Our goal is to build a platform that helps organizations move from: Customer Conversations → Intelligence → Root Cause → Action → Business Impact Engagement This will initially be a fractional/contract engagement working closely with our founders and product team. The work will likely include a combination of: * Product reviews * CX workflow design sessions * VoC / insights workflow design * QA methodology and rubric review * Feedback on Product/UX designs * Pressure-testing new product concepts * Regular working sessions with our team There is potential for an ongoing advisory relationship if there is a strong fit. To Apply Please include any relevant experience with: * Voice of Customer / CX insights programs * CX analytics or conversation intelligence * CX Quality / QA / AutoQA * Turning customer conversations or feedback into operational or business insights * Using CX insights to influence Product, eCommerce, Operations, or broader business decisions * CX/VoC/QA platforms you’ve used extensively * Designing or owning end-to-end CX workflows * AI-based customer support or CX products Please start your response by briefly describing how you’ve personally used customer conversations or feedback to identify issues, generate insights, and drive action within an organization.