Build your future with Sovos.

If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape.

At Sovos, we're dedicated to more than just solving compliance challenges -- we're committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities.

Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we!

Don't worry if you don't check all the boxes -- apply anyway! We're focused on hiring the right people, not just the "right" resume. It's not about what you've done elsewhere; it's all about what you're capable of doing here.

The Work You'll Do:

As an AI Support & Optimization Analyst at Sovos, you will focus on implementing, monitoring, and optimizing AI technologies that enable scalable customer support operations. Working within our Client Support department, you'll be responsible for ensuring AI support tools function effectively, analyzing their performance, and identifying opportunities to expand AI capabilities to handle greater support volume while maintaining quality standards.

More specifically, you will:

• Monitor and optimize AI-powered customer support systems including chatbots, automated ticketing, and intelligent routing while analyzing system performance metrics to identify bottlenecks and opportunities for scaling support operations
• Configure and fine-tune AI tools to handle additional customer inquiries without human intervention while tracking resolution rates, containment metrics, and customer satisfaction for AI-handled interactions
• Assist in implementing governance protocols to ensure AI systems adhere to quality and compliance standards, creating and maintaining documentation for AI systems used in customer support
• Analyze customer support interactions to identify new use cases for AI automation and support A/B testing of different AI approaches to determine optimal configurations
• Generate regular reports on AI system performance, scale metrics, and efficiency gains while collaborating with support teams to gather feedback on AI tools and refine automation logic

What We Need From You

• Bachelor's degree in Computer Science, Data Science, Business Analytics, or related field
• 1-3 years of experience in support operations, data analysis, or related roles
• Understanding of customer support workflows and technologies with strong analytical and problem-solving skills
• Experience with customer support platforms and ticketing systems
• Understanding of customer support KPIs and scaling metrics with the ability to identify opportunities for automation and scale
• Excellent written and verbal communication skills with fluency in English and a customer-first mindset
• Project management and organizational skills with attention to detail and accuracy

What Does Sovos Offer You?

The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

• Flexible Time-Off
• Comprehensive Health benefits
• Meal Vouchers to assist with food expenses
• Bi-Weekly Meeting Free Days
• Mentoring Programs
• Globally recognized Training and Development programs
• Virtual English Club through Rosetta Stone, and more!

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 a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose-built for always-on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos' cloud-based software platform provides an unparalleled level of integration with business applications and government compliance processes.

More than 100,000 customers in 100+ countries -- including half the Fortune 500 -- trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivaled global network for companies across industries and geographies. Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates. For more information visit http://www.sovos.com and follow us on LinkedIn and Twitter.