Customer Experience (CX) Operations Lead (AIatWork)

Are you ready to design the future of customer experience operations?

For Brainster, we aren't just looking for a support leader; we are looking for a strategic architect to help us scale AIatWork. We need a visionary to build a world-class operating system for our B2C and B2B users, ensuring every interaction with our platform reinforces premium value and proactive support.

About the company

Founded in 2015, Brainster Group empowers tens of thousands of individuals through seven synergistic brands. From Brainster NEXT College and NU Academies to AI @ Work, they are building a world of "FutureMakers."

AIatWork is the spearhead for democratizing AI skills for professionals and organizations. They value innovation and are committed to creating a reliable, proactive user experience that treats CX as a strategic signal for product improvement.

About the position

As Brainster’s CX Operations Lead, you will transform customer experience from a traditional cost center into a strategic "intelligence source." This is a systems-design mission to ensure AIatWork grows without support becoming a bottleneck. This is an onsite role based in Skopje, requiring close collaboration with our leadership and product teams to own the end-to-end user journey.

Core Responsibilities

  • Systems & Infrastructure: Own the tool stack roadmap, automation opportunities, and multi-channel routing (B2C vs. B2B) to ensure support is predictable and measurable.
  • Onboarding Design: Define the 30-60 day success journey for AIatWork, identifying friction points and automating triggers to accelerate user activation.
  • Self-Service Strategy: Build and evolve the knowledge base and FAQ structures so users can resolve queries independently.
  • Insight Engine: Aggregate feedback and incident trends to influence the AIatWork product roadmap, education improvements, and tool priorities.
  • Future Scaling: Coach our current Specialist and define future requirements for QA, training, and headcount as our user base grows.

What We Look For

  • Systems Thinkers: Professionals who naturally identify bottlenecks and ask, "What happens if volume doubles?".
  • Technical Autonomy: You are comfortable configuring tools, integrations, and automations independently without relying entirely on engineering.
  • Data-Driven Mentality: A focus on tracking patterns and measuring results to drive operational improvements.
  • Root-Cause Bias: A preference for fixing systemic issues over repeatedly solving the same ticket.
  • Adaptability: High comfort levels in evolving, product-building environments; we avoid a "not in my JD" attitude.

What Success Looks Like

  • The company scales AIatWork users and clients without a linear increase in support headcount.
  • Faster activation for new users with fewer recurring confusion topics.
  • The Help Center successfully resolves the majority of "how-to" queries.
  • CX metrics are visible, trusted, and actively used by our Product and Education teams for decision-making.

Why Join AiatWrok?

This is a rare opportunity to build a department from the ground up during a high-growth phase. We offer a dynamic environment where your work directly shapes the success of AIatWork. If you are a proactive problem-solver who wants to lead the charge in AI-driven customer experience, we want to hear from you.

Final Call-to-Action

Ready to design the future of Customer Experience with us? Apply to kristian@kmtsolutions.nl

Apply now!​

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