"There were specialists monitoring dashboards, tuning AI behavior, debugging API failures, and iterating on knowledge workflows. One team member who had started their career handling customer questions over chat and email (resetting passwords, explaining features, troubleshooting one-off issues, and escalating bugs) was now writing Python scripts to automate routing. Another was building quality-scoring models for the company's AI agent. This seemed markedly different from the hyperbole I'd been hearing about customer support roles going away in large part due to AI."
"What I found was that customer support is being rebuilt around AI-native workflows and systems-level thinking. Yes, responding to individual tickets is still important, but roles are designing and operating the technical systems that resolve customer issues at scale. The result is a new kind of support role, one that's part operator, part technologist, part strategist. AI Skills Are Now Table Stakes For most of the last two decades, support hiring optimized for communication skills and product familiarity. But that baseline is now gone."
Customer support functions are evolving into AI-native, systems-level operations that emphasize automation, monitoring, and model tuning. Specialists now monitor dashboards, debug API failures, iterate knowledge workflows, write scripts to automate routing, and build quality-scoring models for AI agents. Roles blend operational, technical, and strategic responsibilities instead of focusing only on individual ticket responses. Hiring expectations have shifted away from prioritizing communication and product familiarity alone. Employers increasingly require technical proficiency and systems thinking to design and operate solutions that resolve customer issues at scale.
Read at Fast Company
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