Glassbox
CS Operations and AI Specialist
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The Company
Glassbox's mission is to empower enterprises to shape trusted, frictionless digital experiences.
Glassbox is a leading force in shaping digital experiences. It helps organizations uncover digital issues, boost conversion rates, enhance accessibility, prevent fraud, and more. Leveraging AI-driven customer intelligence, Glassbox enables enterprises to deliver secure, proactive, and preventative digital experiences. Its solutions are trusted by highly regulated organizations, including SoFi, Cal, and many others. We are growing and have been recognized by G2 as one of 2024's Top 50 Software Companies in the world.
Role Overview
As the Customer Success Operations and AI Specialist, you will be a critical hands-on expert embedded at the heart of our customer success organization. Serving some of the world's largest financial services institutions, you will work directly with the CCO supporting leaders across Support, Consulting Services, and Customer Success Management - building, operating, and continuously improving the business applications and AI-powered workflows that underpin consistent, high-quality customer experiences.
This is a senior individual contributor role with significant cross-functional reach and visibility, suited to someone who wants to do meaningful, complex work and grow with the organization over time.
Key Responsibilities
AI Implementation
- Design and build AI-based automations that streamline Operational Workflows.
- Integrate and utilize AI tools - including Claude and Gemini - into the existing tech stack, with a focus on data security standards suitable for regulated financial services environments.
- Integrate AI tools with leading business platforms (Salesforce Service Cloud, Google Workspace, Slack, Snowflake, and Omni).
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Business Applications Administration & Configuration
- Implement, administer, and optimize all business applications across Support, Services, and Customer Success Management.
- Document and maintain business processes and system requirements.
- Configure application workflows, automations, notifications, and process controls.
- Deploy changes and perform user acceptance activities.
- Maintain system data quality and ensure operational consistency.
Reporting & Adoption
- Drive adoption of operational best practices across all customer-facing teams.
- Build and maintain operational dashboards and reports for customer success leadership.
- Monitor operational compliance to identify exceptions and trends.
- Educate and encourage the use of business applications and AI tools.
Requirements
Experience
- 4-6 years of experience in CS Operations, Revenue Operations, or Business Operations.
- Experience working in a B2B SaaS company.
- Demonstrated experience building and deploying AI automations in a business context.
Technical Skills
- Proven, hands-on experience using AI to automate business processes - not just operating tools, but building and optimizing them.
- Experience working with CRM, Customer Success Platform, and Support Tickets Management Applications.
- Ability to build reports, dashboards, and analyze operational data.
- Understanding of workflow automation concepts and system integrations.
- Strong Excel or Google Sheets data analysis skills.
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Preferred Experience
- Experience with leading large language model platforms such as Claude and Gemini.
- Experience with enterprise CRM/Support Ticket systems (Salesforce).
- Experience with the Google Workspace suite.
- Experience with Customer Success platforms (e.g., Planhat).
Personal Attributes
- Strong attention to detail and organizational skills.
- Curious and proactive problem solver.
- Excellent communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Team player with a customer-centric mindset.
Our Commitment
At Glassbox, we value curiosity, ownership, and a constant drive to learn and improve, no matter the gender, age, nationality, religion, or background. We believe diverse perspectives make us better, and that potential matters just as much as experience, and encourage people of all shapes and sizes to apply.
If this role excites you and you're motivated to make an impact - we'd love to hear from you, even if you don't meet every listed qualification.
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