Customer Operations & AI Enablement Associate
HybridBrussels, Brussels Capital, Belgium
Brussels, Brussels Capital, BelgiumHybridFull TimeEntry LevelSmall
Full TimeEntry LevelSmall
Job Summary
Own the roadmap for AI-driven improvements to the service desk, acting as the human-in-the-loop to review triage outputs, correct misclassifications, and define boundaries between automation and human judgment. Manage day-to-day ticket triage, escalation ownership, and SLA status across the partner portfolio while enhancing recurring reporting accuracy for Customer Growth Managers. Identify manual processes within Customer Growth to maximize efficiency and collaborate cross-functionally with Data, Product, and Revenue Operations to mature operational tooling.
Required Qualifications
- 3+ years in a customer success operations, revenue operations, or support/service operations role
- Experience in Building AI agents and flows with tools such as Glean, Dust or Claude Code
- Experience owning a ticketing/service desk system (Jira or equivalent) at scale
- Comfortable working hands-on with data; pulling, structuring, and sense-checking reporting, without needing to be a full-time analyst
- Highly proactive and self-starting: sees a recurring issue and wants to remove it at the root, not just close the ticket in front of them
- A strong operator with real cross-functional instincts: equally comfortable triaging a ticket today and leading a conversation with Data or Solutions Consulting on how to take the manual load off tomorrow
- Strong organisational instincts and a high tolerance for operational complexity
- Able to triage effectively under pressure and communicate clearly with both technical and commercial stakeholders
- Good judgment on what should stay human versus what can be safely automated and the discipline to revisit that line as things change
- Experience building, maintaining and improving agents and automations in tools such as Dust, Glean or Claude Code
- Experience with ticketing/service desk tools (Jira or equivalent)
Desired Qualifications
- ideally in B2B SaaS, fintech, or insurtech
- Comfortable in spreadsheets; experience with BI tools (Looker or similar) is a plus
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