Cruisebound

Operations

• Own the performance of AI support agents
• Configure, test, and continuously improve deflection flows and automated responses across chat, email, and voice
• Own and improve the content and response library used by AI and human agents
• Maintain CRM and support tooling configuration, including intents, workflows, tags, SLA rules, and reporting views
• Manage user provisioning and deprovisioning across customer operations tools
• Run QA on customer- and agent-facing AI output and close gaps through content or configuration changes
• Track deflection, resolution, escalation reasons, and contact volume by intent, and recommend changes to leadership
• Scout and test new AI and support tools, run pilots, and make adoption recommendations
• Own documentation and training materials for policy changes, product releases, and cross-sell updates
• Document customer operations processes for automation, measurement, and handoff to internal teams and BPO partners
• Direct the day-to-day work of BPO Back Office agents, including queue priorities, quality standards, spot checks, and issue escalation
• Improve procedures for customer communication, booking modifications, transaction-related inquiries and errors, and cruise line escalations
• Partner with customer service, operations, supply, product, and engineering to resolve customer operations issues
• Provide product feedback on bugs, feature shortcomings, and new ideas
• Investigate booking inconsistencies, errors, and operational issues, identify patterns, and push for systemic fixes
• Analyze customer needs, identify problems, and recommend solutions

Operations Specialist