AI Operations Specialist

MAJORITY is a groundbreaking all-in-one digital financial service app that includes an FDIC-insured account, Visa® Prepaid card, money remittance, and international calling. We are built for migrants, by migrants. Global migration is a 21st-century reality. Whether people are following their dreams, love or new experiences, more and more of us are leaning towards new environments. Our purpose at MAJORITY is to empower the amazing, the brave, and the talented and help them achieve all of their ambitions. We believe that everyone deserves the same opportunity to succeed. Our mission is to provide migrants the tools to thrive in their new country. We are a diverse group of people from over 40 different countries that come together every day and we’re looking for others driven by the same desire to create meaningful products that bridge cultural and geographic distances.

As an AI Operations Specialist at MAJORITY, you’ll play an essential role in developing the service experience with our in-house developed AI bot “Simon”, integrating AI across operations, streamlining workflows, and collaborating closely with our Product and Customer Service teams to deliver an exceptional customer experience. This role involves digging into details, making important strategic decisions, building cross-functional collaboration, and managing relationships with key partners in order to support our customers: If you’re driven, resourceful, and excited by the chance to make an impact at startup-pace, this is your opportunity to help shape the future of financial services.

This role is based out of Miami from our offices in Wynwood and Doral.

Role Responsibilities:

• Own and build the AI Service experience where we through high tech enable high touch. What does this mean? You will be building a world class AI service experience.
• Monitor operational performance and quality of the AI features
• Develop analytics of customer service
• Work closely with our CS team to improve volumes, resolution, and efficienc
• Implement AI and automation tools to build for scale and empower our Escalations team to resolve better/faster
• Team up with our Risk, Compliance, Product and Engineering teams to investigate customer behaviors, understand our customers' needs and keep our customers happy.
• Lead communications with our operational partners and providers.
• Assist with additional initiatives to reduce operational downtime, improve stability and implement automations.

Requirements:

• You are bilingual in Spanish and English
• You have fantastic communication skills and love to work in teams
• You are extremely proactive and are not afraid to take ownership and make decisions
• You have a passion for process and continuous improvement, especially in user-experience and customer-facing roles
• You already use AI in your day-to-day life, and are eager to implement different AI tools into our operations
• You thrive in a dynamic, self-starter, and high-pace startup environment
• You love working with customers, understanding their needs, and improving products to better serve them

Additional Experience (preferred, not required):

• You have 2 years of experience within fintech operations, data analysis, relationship management, process development or automation
• You have a bachelor’s degree in analytics, science, engineering, business or relevant field.
• You have some experience with coding (Python). You won't be coding much in this role, but you will be handling multiple software interfaces (n8n, Looker, Intercom, Jira) and having at least some programming experience will help you succeed.

We are MAJORITY. We are international, inclusive, ambitious, kind, and inclusive. We believe in equal opportunity and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.