CX AI and Automation Expert

Location: Budapest, Hungary (hybrid: Monday, Tuesday, Thursday office days)

Seniority: senior

Hours: Full-time

About Craft

At Craft, we are on a mission to redefine productivity through software. We are building a product that is fun and effortless to use, an application that blends into the background, allowing individuals to focus on their ideas and tasks at hand - as it should be.

Why this role matters

You’ll own how we bring AI and automation into our customer journey. From smarter ticket workflows to a more intelligent Help Center, your work will shape how customers experience support at Craft.

What You’Ll Do

• Handling tickets to understand user needs and workflows.
• Design and deploy AI-driven solutions to improve resolution speed and quality.
• Optimize our Help Center usability and discoverability.
• Track and analyze performance metrics for automation and AI touchpoints.
• Collaborate with Product and Engineering to embed AI into user flows.
• Maintain chatbot/AI documentation, QA processes, and dashboards.

What we’re looking for

• Proven experience with automation or AI-driven support tools.
• Data analysis skills and ability to turn metrics into action.
• Comfort with technical systems (APIs, chatbots, Zendesk integrations).
• Curiosity about emerging CX technologies.
• Excellent communication skills to explain complex concepts simply.

Our Culture

In our pursuit to turn bold ideas into reality, partnership is crucial. Only together we can turn the impossible into reality, pooling our collective talents to create software that not only meets expectations but sets new standards.

We believe that challenges are gateways to growth, and at Craft, we embrace them. Every obstacle is an opportunity to learn, adapt, and excel. In our constant pursuit of excellence, we prioritize impactful results over perfection. Our team is encouraged to take risks and push boundaries, knowing that this is how great products are built.

Ownership and transparency guide our daily work. We own the outcome and our decisions along the way, taking responsibility for our actions and their impact on our community. We over-communicate to ensure that every team member is aligned and moving together as one cohesive unit, making informed decisions that drive us forward.

We foster an environment where initiative is rewarded, and everyone has the authority to make decisions that enhance our offerings and improve our workflows.

Apply Today!