Customer Happiness Operations & Workforce Specialist

Customer Happiness Resource Specialist
Customer Happiness Operations • AI Oversight • Workflow Intelligence
Do you enjoy figuring out how systems work?
Do you naturally notice patterns, inefficiencies, and operational issues that others miss?
Are you the person who asks "why?" when something doesn't make sense and enjoys digging into the details until you find the answer?
If so, we'd like to meet you.
At Sun Coast Sciences, we're looking for a Customer Happiness Resource Specialist to help maintain the health, effectiveness, and efficiency of our Customer Happiness operations.
This is not a traditional customer service position.
Instead, this role serves as a real-time operational resource focused on monitoring support channels, maintaining workflow flow, supporting AI quality, identifying operational issues, and helping leadership maintain visibility into Customer Happiness performance.
What You'll Be Responsible For
Monitor Customer Happiness Operations
You'll spend much of your day monitoring customer support queues, communication channels, agent activity, and workflow performance to help ensure customer conversations continue moving efficiently through the department.
You'll identify issues, spot bottlenecks, escalate concerns when necessary, and help maintain operational accountability across Customer Happiness teams.
Support AI & Automation Quality
You'll help monitor AI-assisted customer interactions, identify hallucinations, broken workflows, inaccurate responses, and automation gaps, and ensure concerns are escalated through the appropriate channels.
You'll also have opportunities to expand your knowledge of AI systems, workflow automation, and customer experience technology as our tools continue to evolve.
Investigate Operational Issues
You'll identify recurring issues, investigate root causes, and help uncover opportunities to improve workflows, communication, customer experience, and operational efficiency.
You'll use systems, operational data, cloud-based reporting tools, and AI-assisted analysis to help identify patterns and support continuous improvement efforts.
Help Keep Customer Happiness Running Smoothly
You'll work closely with leadership, managers, and frontline teams to maintain visibility into queue health, workflow effectiveness, support channel performance, and operational readiness.
Your observations and recommendations will help support faster response times, improved workflows, and a better customer experience.
What Makes Someone Successful in This Role
You may be a strong fit if you:
Enjoy solving problems and investigating issues

Naturally notice patterns and inconsistencies

Like understanding how systems, workflows, and technology interact

Are highly organized and detail-oriented

Enjoy monitoring and improving operational processes

Are comfortable working across multiple systems simultaneously

Are curious about AI, automation, and emerging technologies

Prefer making decisions based on facts, observations, and evidence

Enjoy finding opportunities to make things work better

Preferred Experience
Customer support operations

Workforce management or real-time monitoring

Quality assurance

Workflow analysis

AI-assisted support tools

Automation platforms

Contact center operations

Cloud-based reporting tools and operational dashboards

Experience with Gladly, AI tools, workflow automation, or customer experience technologies is a plus.
Why This Role Matters
The Customer Happiness Resource Specialist serves as the operational eyes and ears of the department.
By identifying issues early, supporting AI quality, maintaining workflow effectiveness, and helping teams stay aligned with operational priorities, you'll play a direct role in improving both the customer experience and the effectiveness of the Customer Happiness organization.
Schedule
Full-Time | 40 Hours Per Week
If you're someone who enjoys solving problems, learning systems, identifying opportunities for improvement, and becoming the person others rely on for operational insight, we'd love to hear from you.