CX Operations & AI Enablement Specialist

At Archive, we believe great products should live many lives. We build the technology that powers branded resale for some of the world's most beloved companies, including Lululemon, The North Face, New Balance, Dr. Martens, Peloton, and 50+ others. Our platform makes it easy for brands to keep products in circulation and for customers to shop secondhand with confidence. The secondhand market is growing three times faster than traditional retail and is projected to reach $350B globally by 2028. We're building the infrastructure behind that shift, helping brands turn resale into a meaningful part of their business and helping consumers rethink how they shop. If you're excited to change consumer behavior for the better, we'd love to meet you. ABOUT THE ROLE… Archive is hiring a CX Operations & AI Enablement Specialist to own the systems, automation, and AI layer that powers our Customer Operations org, spanning customer support, trust & safety, partner experience, and 3PL operations. Today, that entire layer, our AI triage and routing system, Zendesk administration, integrations, and CX reporting, is built and maintained by one person. You'll take full ownership of it: keeping it running, debugging it when it breaks, and building the next generation of automation that lets the team operate leaner as we scale. This is a builder's role for someone who is equal parts systems thinker and scrappy operator, comfortable diagnosing a broken triage flow one hour and shipping a new automation the next, with whatever tools and workarounds get the job done. If you're fluent in Zendesk, energized by AI-driven automation, and want to be the person who takes a CX operation from mostly-manual to mostly-automated, this is for you. RESPONSIBILITIES AI triage, routing & agents - Own and evolve the AI triage system that classifies and routes every inbound ticket, plus the library of AI specialist agents covering returns, order status, warranty and repair, delivered-not-received, and brand-specific policies - Build new agents and tune existing ones to take on new issue types or adjust tone and behavior to maintain brand voice - Update ticket routing and classification logic as policies and brands change - Build AI QA agents that review tickets against defined criteria Production debugging & reliability - Resolve live issues such as duplicate triage executions, 400 errors on agent handoffs, double public replies, and tag-matching failures - Be the first responder when something in Zendesk breaks, from routing failures to reporting gaps - Investigate system-adjacent issues as they come up, such as carrier-scan delays or dispute bugs Zendesk administration & systems - Own fields, views, Tags,Triggers, macros, and configuration that keep routing and reporting accurate - Align WFM routing between scheduling and the omnichannel queue engine, including ticket forecasting and adherence/utilization tracking - Build and maintain the Zendesk MCP server, API keys, and OAuth permissions - Manage account creation, deletion, and permissions Integrations & measurement - Build and maintain the integrations connecting Zendesk to internal systems - Track containment and deflection through tag-based analysis, and diagnose root cause when rates drop - Build and maintain Zendesk Explore reporting so managers have reliable, self-serve data rather than building it ad hoc Roadmap & continuous improvement - Expand automation coverage into ticket types the agents don't handle yet, to push containment higher - Audit and clean up the trigger, automation, and macro library, which accumulates silent conflicts and bloat over time - Refine classification and triage accuracy in the weak spots - Build proper monitoring and QA on the AI agents so failures surface proactively instead of showing up as customer complaints - Instrument fraud, dispute, and abuse signals into the AI agents so Zendesk feeds Trust & Safety detection work REQUIREMENTS - Hands-on Zendesk administration and development experience: triggers, automations, custom fields, and APIs - Experience building AI or LLM-driven automation, ideally in a support, classification, or routing context - Working knowledge of customer service workflows and issues, so the agents you build actually reflect what customers are going through - Scripting and integration skills, such as TypeScript or JavaScript, plus familiarity with REST APIs and webhooks - Comfort operating without a playbook; this role is being defined as it's built, and the scope will shift as priorities do - High agency, low ego, high EQ; independent and self-directed, with the judgment to own a production system with little internal precedent to lean on - Real curiosity about and fluency in AI; someone who tracks the pace of change rather than working from what they learned six months ago - Comfortable moving fast and building scrappy, imperfect solutions when that's what the moment calls for, rather than waiting for the fully correct build - Startup experience, or the equivalent comfort with ambiguity and shifting scope Nice to have - SQL and experience with a BI or analytics tool - Additional coding languages beyond the must-haves above The expected annual base salary range for this position is 75,000 to 100,000, USD. Compensation varies based on a variety of factors which include (but aren't limited to) such as role level, skills and competencies, qualifications, knowledge, location, and experience. In addition to base pay, certain roles are eligible for equity as well, and all employees are eligible for a full benefits package including employee and dependent healthcare and 401(k) enrollment. Archive is a Series B company backed by Lightspeed Venture Partners, Energize Capital, and Bain Capital Ventures, and was named Fast Company's #2 Most Innovative Company in Retail in 2024. We're a small team with low egos and high agency, working on a problem that actually matters- and having a lot of fun doing it. This is a remote role open across the continental US. We have offices in New York and the SF Bay Area, with hybrid options for those nearby. We consider applicants of all backgrounds. If you are excited about what we're building but don't meet some of the criteria above, please don't let that discourage you from applying. Please note that we are unable to accept applications from candidates outside of the US at this time.