Join our fully remote global team at Influx! This hybrid role blends customer support and AI management, refining AI responses, handling complex cases, and improving systems. Ideal for strong writers with analytical thinking and a passion for AI-driven operations.

About us

Influx delivers on-demand, 24/7 customer support for brands and companies worldwide. Our global team of agents and managers works across time zones to provide seamless, high-quality support every day of the year, including holidays.

Location: Jamaica

Work Mode: Remote – BYOD (Bring Your Own Device)

Department: Operations / Delivery

Reports to: Team Leader

Imagine doing more than just responding to customers and improving how support works altogether.

We’re looking for a Senior Customer Experience Specialist (AI-Enhanced) who can deliver excellent customer support while working alongside AI tools to improve quality, accuracy and efficiency.

In this role, you’ll operate with a high level of ownership, handling complex cases while helping shape how AI supports customers behind the scenes.

What you’ll do

You’ll work across two core areas:

→ Support customers (Tier 2 level)

• Handle complex or sensitive customer cases with empathy and sound judgment

• Review and refine AI-generated responses to ensure clarity and accuracy

• Step in where automation falls short and provide thoughtful human solutions

→ Improve how support works

• Identify gaps, inconsistencies or errors in AI responses

• Help refine knowledge bases, workflows, and documentation

• Contribute to improving how AI tools support customer interactions

What makes this role unique

This is not a traditional support role.

You won’t just follow processes. You’ll help improve them.

You’ll combine:

• Customer support expertise

• Strong written communication

• Critical thinking and problem-solving

• Adaptability in fast-changing environments

Your main tool is writing.
More specifically, reviewing, refining and elevating AI-generated communication.

What we’re looking for

We’re looking for candidates who can perform across four key areas:

• Customer Service - 2+ years of BPO or Customer Service experience

• Strong customer focus with the ability to manage complex scenarios

• Client-Facing Communication - internal and external stakeholders

• Mandatory Advanced English with clear, professional, and effective communication

• Continuous Improvement Mindset

• Ability to identify issues and improve systems, documentation, or workflows

• Adaptability

• Comfortable working in dynamic environments and learning new tools quickly.

Technical Requirements (BYOD)

• Reliable and stable internet connection.

• Computer with a minimum Intel Core i5 processor or equivalent.

• Noise-canceling headset.

• A fully functional laptop and reliable high -speed internet are required (Windows operating system only; iOS is not supported).

Why join us

• Be part of the transformation of customer support

• Work at the intersection of AI and operations

• Move beyond repetitive tasks into system-level impact

If you’re excited about the future of AI + human collaboration, this role is for you. Apply now