Who We Are
HungerRush is a leading provider of integrated restaurant technology solutions. HungerRush 360 is our flagship cloud POS system that makes it easier to delight guests, drive loyalty, and manage restaurants from anywhere. The all-in-one system integrates digital ordering (including AI-powered text and talk ordering), delivery management, customer engagement, restaurant management, and payment processing features with flexible software designed to give operators more insight into their customers, more control over their operations, and more power to profitably grow their business.
Learn more at www.hungerrush.com.
Position Summary
HungerRush is seeking an innovative AI & Automation Specialist to enhance our Customer Support organization through smart automation and AI-powered tools. This role will capitalize on our automation potential, implementing AI-powered solutions that enhance customer experience while driving operational efficiency. The ideal candidate will deploy cutting-edge automation technologies, optimize our existing platform capabilities, and establish HungerRush as a leader in AI-driven customer support.
Essential Responsibilities and Duties
AI Strategy & Implementation (35%)
- Develop and execute comprehensive AI/automation roadmap aligned with business objectives
- Identify and prioritize high-value automation opportunities across support workflows
- Lead implementation of AI-powered solutions including chatbots, virtual assistants, and automated ticket routing
- Configure and optimize AI tools for case deflection, sentiment analysis, and predictive support
- Partner with vendors (i.e., Zendesk AI, Forethought, Ada) to maximize platform capabilities
- Establish success metrics and ROI measurement framework for all automation initiatives
Process Automation & Optimization (25%)
- Automate routine support processes including refund processing, menu updates, and account modifications
- Implement intelligent ticket routing based on complexity, urgency, and agent skills
- Deploy automated quality scoring and sentiment analysis across all customer interactions
- Create automated workflows for common customer requests and inquiries
- Design self-healing systems that resolve issues without human intervention
- Build automation for proactive customer outreach and issue prevention
Platform Integration & Configuration (20%)
- Maximize utilization of Zendesk AI capabilities currently available but underutilized
- Integrate AI tools with existing support stack (Zendesk, Salesforce, knowledge base)
- Configure machine learning models for improved accuracy and relevance
- Establish data pipelines for AI training and continuous improvement
- Ensure seamless handoffs between automated and human-assisted support
- Maintain API connections and webhook configurations for real-time automation
Analytics & Continuous Improvement (10%)
- Monitor AI performance metrics including accuracy, containment rates, and customer satisfaction
- Conduct A/B testing to optimize automation strategies and conversation flows
- Analyze automation failures and implement corrective measures
- Generate insights from AI interactions to improve products and processes
- Create dashboards showing automation impact on efficiency and cost savings
- Provide regular reporting on ROI and automation adoption metrics
Stakeholder Collaboration & Change Management (10%)
- Partner with Support Operations team to align automation with operational goals
- Collaborate with Training Manager to ensure AI has access to accurate, current content
- Work with Quality Assurance Manager to maintain service standards through automation
- Train support agents on working alongside AI tools and handling escalations
- Communicate automation benefits and address concerns across the organization
- Serve as subject matter expert for AI/automation best practices
Qualifications
Experience
- 1-3 years of experience with automation, chatbots, or AI tools in customer service OR
- 3-5 years in customer support operations with demonstrated interest in automation technology
- Experience with process improvement, workflow optimization, or technical implementations
- Background in SaaS, technology, or high-volume support operations
- Track record of learning and applying new technologies to solve business problems
Technical Skills
- Familiarity with customer support platforms (Zendesk, Salesforce, Intercom) and their automation features
- Understanding of chatbot platforms or willingness to quickly learn (DialogFlow, Ada, Forethought)
- Basic understanding of APIs, webhooks, and integration concepts
- Experience with workflow automation tools (Zapier, Workato) is a plus
- Analytical skills with ability to work with data and metrics
- Comfort with learning new technologies and platforms quickly
Core Competencies
- Strong problem-solving skills with ability to identify automation opportunities
- Analytical mindset to measure impact and iterate on solutions
- Project management skills to coordinate implementation initiatives
- Excellent communication skills to work with both technical and non-technical teams
- Customer-focused approach to ensure automation improves experience
- Curiosity and passion for emerging technologies and continuous learning
Preferred Qualifications and Skills
- Bachelor's degree in Business, Information Systems, Computer Science, or related field (or equivalent experience)
- Any experience with Natural Language Processing (NLP) or machine learning concepts
- Exposure to conversation design or user experience principles
- Basic programming or scripting knowledge (Python, JavaScript)
- Experience in restaurant, retail, or multi-location business environments
- Certifications in any automation or AI platforms
Additional Information:
Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above. HungerRush is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.
