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