We are looking for a systems-minded professional to bridge the gap between technical support and automation engineering. This is not a traditional "ticket-taking" role. You will be the primary owner of our
Self-Service Ecosystem, using AI and CRM automation to ensure our customers find answers before they ever need to reach out to a human.
What You’ll Do
- Prototyping and Experimentation: Design and pilot experimental AI workflows to proactively address customer friction points before they appear in data
- Salesforce Operations: You will identify and help implement workflow improvements within Salesforce to make our internal processes faster and more automated.
- Root-Cause Escalations: You will handle high-level technical escalations, but with a twist—your primary goal is to use those escalations to update our AI and Knowledge Base so the issue never happens again.
- Technical Enablement: You will own the "Technical Truth" for our offshore partners, creating automated training modules and QA frameworks to ensure they are performing at a high technical standard.
- Peak Period Support: During peak periods, you will act as a core technical support agent, directly handling complex cases, critical system issues, and high-priority user requests, ensuring rapid resolution while maintaining service reliability and operational standards.
- Knowledge Management: Develop a cross-platform content strategy that optimizes the Knowledge Base for 'Search-First' and 'AI-First' discovery, ensuring high semantic relevance for LLM retrieval.
Why You’re a Fit
- You have 1–2 years in a technical support or helpdesk environment.
- You can look at a confusing technical error and immediately rewrite it into a clear, helpful solution that a non-technical user can understand.
- You have an understanding of Salesforce’s backend setup (you don't need to be a certified Admin, but you should know how to navigate the backend and understand how data flows).
- You have a logic-first mindset—you enjoy building "If/Then" scenarios and workflows.
- You are passionate about AI and Automation and want a role where you can actually build and manage these tools, not just use them. Any experience using or experimenting with AI or vibe coding is a plus!
- This is a Career Launchpad role for high-potential learners, we value your ability to learn and build
Success Metrics
- Deflection Rate: Reducing the percentage of simple inquiries reaching the team.
- AI Accuracy & Resolution Rate: Percentage of customer inquiries successfully resolved by the AI without human intervention.
- System Health: Reducing the manual steps required to resolve an escalation.
- Offshore Technical Quality: Maintaining high QA scores through your automated training systems.
- Workflow Automation Impact: Time saved per case or process due to new Salesforce automations or system improvements.
- Innovation Velocity: Number of successful "new-to-business" automations or process improvements implemented per quarter.
Why team members love working at Top Hat:
- A noble mission that creates meaningful, fulfilling work
- A team that cares deeply for customers and for each other
- Flexible, remote first work environment
- Professional learning and development for all role levels
- An awesome and welcoming Toronto HQ
- Competitive health benefits that start on day one
- A management team focused on performance, growth, engagement and connection
- Our winning strategy and market potential
- Innovative PTO policy with lots of time and space for self-care
- Passionate customers that believe in us—and what we do
- A chance to work with new tech like generative AI—and see the customer impact
