AI Agents Operations Specialist (Junior/Mid)

Who are we?

Founded in 2001, MobiSystems is a Bulgarian software company dedicated to empowering users with a better choice for office suite apps. Our feature‑rich tools: MobiOffice and MobiPDF, offer a seamless, privacy‑conscious, and affordable alternative to traditional office suite software for Windows, Android, iOS, and macOS.

Trusted by over 550 million users worldwide, MobiSystems is committed to delivering accessible, cost‑effective solutions that make work and personal tasks easier. We are headquartered in Sofia, with a team of 200 professionals, and a sales office in San Diego, CA.

What are we looking for?

We are looking for an AI Agents Operations Specialist to join our Customer Success team and help us configure, monitor, and continuously improve AI-powered workflows across multiple customer-facing and internal tools.

In this role, you will work with different AI agents and automation platforms, such as Intercom Fin.ai, Roca.Work Flint.ai, AppFollow, OpenClaw, n8n, and others. Your main goal will be to help us resolve customer issues faster, more consistently, and in a more predictable way, while keeping the right level of human oversight.

This is not an AI engineering role. We are looking for someone who is curious about AI, but even more interested in solving real customer problems, improving support operations, and turning repetitive work into reliable, well-documented processes.

Responsibilities:

• Configure, monitor, and improve AI agents used by the Customer Success and Support teams.

• Review AI-generated answers, workflows, and escalations to ensure accuracy, consistency, and appropriate tone.

• Identify recurring customer issues that can be solved or partially automated through AI agents, workflows, or better knowledge base content.

• Maintain and improve AI agent instructions, rules, prompts, knowledge sources, and escalation paths.

• Monitor AI agent performance, customer feedback, unresolved cases, and failure patterns.

• Work closely with Customer Success, Support, Product, QA, and Engineering teams to improve how AI agents handle customer requests.

• Document workflows, known limitations, edge cases, and best practices for internal users.

• Help define when an issue should be handled automatically and when it should be escalated to a human agent.

• Test new AI tools, features, and integrations before they are introduced into customer-facing workflows.

• Support the adoption of AI tools inside the Customer Success team through practical examples, training, and hands-on assistance.

Requirements: 

• 1 to 3 years of experience in Technical Support, Automation QA, Support Operations or a similar role.

• Strong interest in AI tools, automation, and process improvement.

• Customer-first mindset and genuine interest in resolving customer issues in a clear, reliable, and scalable way.

• Excellent attention to detail and ability to identify inaccurate, incomplete, or risky AI-generated responses.

• Strong analytical and problem-solving skills.

• Ability to describe processes clearly and document workflows in a structured way.

• Good understanding of customer support processes, ticket handling, escalations, and knowledge base usage.

• Comfortable learning and working with different software tools and AI platforms.

• Excellent English - written and spoken.

• Experience with customer support or automation platforms such as Intercom, Zendesk, AppFollow, n8n, or similar tools. 

• Experience with AI tools and LLMs (e.g. ChatGPT, Claude, Gemini) applied in a professional or operational context.

• Basic understanding of APIs, integrations, or no-code/low-code automation tools.

• Coding experience is not required, but technical curiosity and willingness to learn are important.

• Based in Sofia or willing to relocate.

What do we offer?

• Working on inspiring products in a team of supportive professionals

• Compelling salary and regular performance assessment with salary review

• Work at the Headquarters of a product company and have a say in the direction of its products

• A great location - right next to a metro station, Paradise Center and the best park in Sofia

• Work from the office, with the option to work from home two days per week

• Opportunities for professional growth and freedom to make an impact

• Multiple secondary benefits: additional health insurance with dental care coverage, sport program, corporate discounts, 25 days paid yearly leave + additional days off, etc.