AI & Support Optimization Analyst

AI & Support Optimization Analyst – Sovos SOVOS AI & Support Optimization Analyst Client Support · Full-Time · Argentina Build Your Future With Us The digitization of tax compliance is fundamentally changing global commerce and how businesses need to operate and grow. Governments now have real-time visibility into business data, creating new challenges and new opportunities for organizations around the world. At Sovos, we're transforming tax compliance from a business requirement into a driver of growth through AI-powered technology that delivers the accurate, real-time insights businesses need to make smarter decisions. We're solving more than today's tax compliance challenges. We're helping reshape global economies by enabling organizations to navigate increasingly complex and rapidly changing regulatory environments with confidence – and helping communities thrive. AI is accelerating what's possible, enabling tax and technology professionals to more effectively drive critical regulatory decisions. That's where Sovos excels, combining intelligent technology with human expertise to help customers stay ahead of change. Don't worry if you don't check every box. We're focused on hiring great people, not perfect resumes. It's less about what you've done elsewhere and more about what you're capable of doing here. The Role At Sovos, we're building the future of customer support by combining AI innovation with human expertise. As an AI Support & Optimization Analyst, you'll play a critical role in implementing, monitoring, and scaling the AI technologies that help us deliver exceptional support to thousands of customers worldwide. You'll ensure our AI tools perform at their best, identify new automation opportunities, and help us handle growing support volume without sacrificing quality. More specifically, you will: Monitor and optimize AI-powered customer support systems including chatbots, automated ticketing, and intelligent routing to ensure they function effectively and scale with demand. Analyze AI system performance metrics to identify bottlenecks, track resolution rates and customer satisfaction, and uncover opportunities to expand automation capabilities. Configure and fine-tune AI tools using data-driven insights and A/B testing to handle more customer inquiries autonomously while maintaining quality standards. Leverage AI-assisted workflows to analyze customer support interactions and identify new use cases for automation that improve efficiency and service quality. Assist in implementing governance protocols to ensure AI systems adhere to quality, compliance, and ethical standards across all customer interactions. Create clear documentation and generate regular reports on AI system performance, scale metrics, and efficiency gains for stakeholders across the organization. Collaborate with support teams to gather feedback on AI tools, refine automation logic, and ensure technology enhances rather than replaces the human touch. What You Bring to Sovos Demonstrated experience in support operations, data analysis, or related roles where you've worked with customer-facing technologies and workflows, whether gained through formal education or hands-on practice. You've built solid experience in support operations, data analysis, or related roles where you've worked with customer-facing technologies and workflows. Analytical and problem-solving skills with the ability to translate data into actionable insights that drive operational improvements. Experience with customer support platforms, ticketing systems, and an understanding of support KPIs and scaling metrics. Comfort with AI-assisted workflows and a genuine curiosity about how emerging technologies can transform customer service at scale. Excellent communication skills that allow you to collaborate effectively with both technical and non-technical teams, always keeping the customer experience at the center. Detail-oriented approach with solid project management and organizational skills, plus the adaptability to learn new technologies quickly. Due to client contractual obligations, the successful candidate will be asked to clear a background check upon hire. The Process We believe in a transparent and comprehensive hiring process. Here's what you might expect: 1 Pre-Employment Assessment Regionally specific assessments we use to mitigate bias and give every applicant a fair shot. 2 Video Interview A chance to meet as many qualified applicants as possible and get to know you beyond your resume. 3 Meeting with a Recruiter A conversation to talk through the role, your experience, and your goals. 4 Live Interviews with the Hiring Team Meet the people you'll work with and dig into the day-to-day of the role. Life at Sovos The tools to enhance your life - because we want you to enjoy your life outside of work and inside! Global Mentoring Programs AI Tools and Technology from Day 1 Continuous Learning and Development Language Learning Support Global Employee Recognition Platform and Programs Global Parental Leave Policy Comprehensive Health Insurance Life Insurance Monthly Meal Vouchers Gym Membership Subsidy Equal Opportunity Employer Sovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to bring their whole selves to work. Company Background Sovos is transforming tax compliance from a business requirement to a force for growth. Our flagship product, the Sovos Compliance Cloud platform, enables businesses to identify, determine, and report on every tax obligation across the globe. Sovos processes nearly 20 billion transactions per year, helping companies scale their compliance strategy in 150+ countries. More than 100,000 customers – including half the Fortune 500 – trust Sovos’ tax and regulatory expertise and unparalleled integration with their business applications. Learn more at sovos.com. Ready to make your move? We'd love to hear from you. Use the Apply button at the top of this page to submit your application #LI-Remote SOVOS © Sovos 2026. All rights reserved.