Support Experience & Automation Specialist

We are looking for a systems-minded professional to bridge the gap between technical support and automation engineering. This is not a traditional "ticket-taking" role. You will be the primary owner of our Self-Service Ecosystem , using AI and CRM automation to ensure our customers find answers before they ever need to reach out to a human. What You’ll Do Prototyping and Experimentation: Design and pilot experimental AI workflows to proactively address customer friction points before they appear in data Salesforce Operations: You will identify and help implement workflow improvements within Salesforce to make our internal processes faster and more automated. Root-Cause Escalations: You will handle high-level technical escalations, but with a twist—your primary goal is to use those escalations to update our AI and Knowledge Base so the issue never happens again. Technical Enablement: You will own the "Technical Truth" for our offshore partners, creating automated training modules and QA frameworks to ensure they are performing at a high technical standard. Peak Period Support : During peak periods, you will act as a core technical support agent, directly handling complex cases, critical system issues, and high-priority user requests, ensuring rapid resolution while maintaining service reliability and operational standards. Knowledge Management : Develop a cross-platform content strategy that optimizes the Knowledge Base for 'Search-First' and 'AI-First' discovery, ensuring high semantic relevance for LLM retrieval. Why You’re a Fit You have 1–2 years in a technical support or helpdesk environment. You can look at a confusing technical error and immediately rewrite it into a clear, helpful solution that a non-technical user can understand. You have an understanding of Salesforce’s backend setup (you don't need to be a certified Admin, but you should know how to navigate the backend and understand how data flows). You have a logic-first mindset —you enjoy building "If/Then" scenarios and workflows. You are passionate about AI and Automation and want a role where you can actually build and manage these tools, not just use them. Any experience using or experimenting with AI or vibe coding is a plus! This is a Career Launchpad role for high-potential learners, we value your ability to learn and build Success Metrics Deflection Rate: Reducing the percentage of simple inquiries reaching the team. AI Accuracy & Resolution Rate : Percentage of customer inquiries successfully resolved by the AI without human intervention. System Health: Reducing the manual steps required to resolve an escalation. Offshore Technical Quality: Maintaining high QA scores through your automated training systems. Workflow Automation Impact : Time saved per case or process due to new Salesforce automations or system improvements. Innovation Velocity: Number of successful "new-to-business" automations or process improvements implemented per quarter. Why team members love working at Top Hat: A noble mission that creates meaningful, fulfilling work A team that cares deeply for customers and for each other Flexible, remote first work environment Professional learning and development for all role levels An awesome and welcoming Toronto HQ Competitive health benefits that start on day one A management team focused on performance, growth, engagement and connection Our winning strategy and market potential Innovative PTO policy with lots of time and space for self-care Passionate customers that believe in us—and what we do A chance to work with new tech like generative AI—and see the customer impact