ROLE DESCRIPTION
This is a full-time hybrid role located in Buenos Aires. We are looking for an AI Support Analyst to act as the architect of our customer support experience. You won't just be resolving inquiries; you will be responsible for structuring the information and logic that powers our AI-driven support ecosystem. Your goal is to ensure the school community receives high-quality, human-like resolutions through a highly efficient, automated framework. Performance is measured by the system's ability to resolve cases autonomously, response speed, and overall CSAT.

RESPONSABILITIES
- AI-Driven Support Operations: Lead the interaction with our school community (admins, educators, and families) through an ecosystem fully powered by AI, ensuring the system delivers human-grade accuracy and efficiency.
- System Optimization & Quality Assurance: Monitor and "tune" AI-generated responses to maintain high-quality resolutions, focusing on maximizing CSAT while reducing the need for manual intervention.
- Information Architecture: Design and structure the documentation and data used by our AI models to ensure the knowledge base is optimized for automated problem-solving.
- Technical Insights & Bug Management: Proactively identify platform inefficiencies or technical bugs, translating user friction into actionable reports for the Product and Engineering teams.
- Feedback Engineering: Architect a continuous feedback loop, gathering user insights to drive platform usability improvements and enhance the overall support logic.
Strategic Collaboration: Work alongside internal teams to scale support operations through automation, moving away from manual workflows toward a tech-first resolution model.