Job Description

Job description:

About DocuPet

As the official pet registration provider for more than 250 jurisdictions, DocuPet is the largest and fastest growing pet registration platform in North America.

Our proprietary platform consolidates all pet information into a single place and provides the services for pet owners, community members and animal shelters to ensure pets can be reunited quickly if they become lost.

Beyond our platform, DocuPet offers specialized pet tags, an AI-powered pet tracker, lost pet alert system, and will soon be launching a first-of-its-kind pet parenting mobile app - all aimed to ensure every pet in North America is registered and that each has a safe and happy home.

Our work is very important. More than 6 million pets enter animal shelters every year. Just 10% of those animals are returned to their owners. Effective registration, pet identification, reunification tools, and animal shelter resources, all provided by DocuPet, is the solution that will measurably reduce shelter intakes while providing significant new funding for animal welfare organizations.

About the Role

We are seeking a Customer Experience Automation Specialist to drive the design, implementation, and optimization of our customer service automation strategy. This role bridges customer experience and technology - leading the setup and ownership of IVR flows (via Twilio or a similar telephony platform), AI-powered integrations, and Zendesk automation, while also supporting the chatbot specialist and other automation contributors.

This position will report directly to the Customer Relations Technology Manager and will collaborate closely with the Customer Service Operations Manager to ensure automations align with business needs, customer experience goals, and day-to-day service operations.

Responsibilities

Automation Strategy & Ownership

Lead the design and ongoing optimization of Twilio (or a similar telephony platform) IVR flows and API-powered automations.

Team Leadership & Oversight

Manage and mentor the chatbot/automation specialist, providing direction and prioritization. Act as escalation point when deeper technical changes or cross-team coordination are needed. Create alignment across automation channels (voice, chat, self-service portal).

Analytics & Continuous Improvement

Monitor key automation metrics: containment rate, call deflection, AI accuracy, cost savings, and customer satisfaction. Provide regular reporting and insights to leadership on automation ROI and customer experience impacts. Identify opportunities to reduce repetitive contact drivers and improve self-service adoption.

Cross-Functional Collaboration

Work with Customer Service leadership to balance automation and live support. Collaborate with Operations, Product, and Engineering to scope, test, and launch new automations. Partner with Knowledge/Content teams to keep AI training data, decision trees, and scripts up-to-date. Oversee AI tools (Zendesk AI, GPT integrations, chatbots) ensuring consistent tone and escalation paths. Work with the Customer Relations Technology Manager to partner with engineering/product teams to enable secure API endpoints for automation. Ensure automation aligns with overall customer service goals and brand voice.

Required Skills & Experience

Hands-on experience with Twilio (Studio, Functions, IVR design) or comparable telephony platforms. Familiarity with Zendesk (Talk, Support, AI, integrations) or similar CRM/help desk platforms. Strong understanding of chatbots, decision trees, and conversational design. Experience managing people or cross-functional projects. Analytical mindset with ability to turn metrics into actionable insights. Excellent communication skills.

Preferred Skills

Exposure to API integrations and basic scripting (Node.js, Python, or similar). Experience with AI tools (LLMs, GPT-based chatbots, knowledge retrieval). Background in process automation, workflow optimization, or self-service strategy. Working in a high-volume customer service or SaaS environment.

Success Metrics

Increased IVR/AI containment rate and reduced live agent transfers. Higher customer satisfaction (CSAT) with self-service channels. Reduction in repetitive contact drivers through automation. Consistent experience across phone, chat, and digital channels. Clear roadmap and reporting of automation ROI.
Job Type: Full-time

Pay: $70,000.00 per year

Benefits:

Casual dress Dental care Disability insurance Extended health care Paid time off Vision care Work from home
Education:

Secondary School (preferred)
Experience:

Twilio or similar IVR/telephony platforms: 1 year (required) Zendesk or similar CRM/help desk platforms: 1 year (required) managing people or led cross-functional projects: 1 year (preferred) Working with automation/AI tools: 1 year (required)
Work Location: Remote