Operations Specialist

Cruisebound

. Own the performance of AI support agents .

Posted 9/24/2026full-timeRemote • Texas • United StatesJunior💰 $60,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing AI support agents and optimizing customer operations through effective configuration, testing, and documentation. Proficient in analyzing customer needs and implementing solutions while collaborating with cross-functional teams.

Highest-signal resume keywords

AI Support Agent ManagementPrompt Writing and IterationCRM Configuration and ManagementCustomer Operations Process DocumentationData Analysis and Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportOperations ManagementWorkflow ConfigurationDeflection Flow OptimizationQA TestingContent Library ManagementData Tracking and AnalysisAutomation ProcessesIssue Escalation ManagementPrompt Testing

Soft Skills

CuriosityProactivityAttention to DetailSelf-DirectionBias Toward Action

Tools & Technologies

CRM PlatformsKustomerIntercomZendeskSalesforceBusiness Intelligence Tools

Industry Keywords

Customer OperationsAI ToolsSupport AutomationDeflection MetricsEscalation Management

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

1-3 years of experience in customer support, operations, or a systems and tooling role, or equivalent practical experience
Early adopter who tries new tools, has opinions about the ones they use, and pays attention to where AI is heading for customer support
Hands-on experience writing and iterating on prompts
Understanding of how wording, structure, examples, and context change AI output
Ability to test prompt changes and read the results
Comfortable with workflows, rules, tags, and intents
Curious, proactive, self-directed, and able to work without waiting to be told what to do
Ability to balance attention to detail with an MVP mindset and bias toward action
Nice to have: admin experience with a modern CRM or support platform (Kustomer, Intercom, Zendesk, Salesforce or similar)
Nice to have: comfort with business intelligence tooling

Benefits

Comp & perks

Employee stock option grant
$1,000 annual cruise credit to use on Cruisebound.com
Additional employee rebates
Excellent health care insurance (medical, dental, vision, long-term disability, etc.)
Generous personal paid time off (PTO) allowance beginning with 20 days in the first year, plus 2 additional days per year of tenure (up to 30 days total)
4 company-wide holidays (first Friday of each quarter)
12 public holidays observed
$100/month communication credit intended for cell phone and Wi-Fi expenses