CX Automation Specialist

About Qasa
Qasa was founded in 2014 out of frustration with a housing market that simply didn't work for everyone. We believe in housing equality — that everyone deserves a safe and fair place to live. That's why we're building smarter, safer rental experiences that make it easier for people to find their place.

Today, Qasa is Sweden's largest home rental service, and we're growing fast in Finland and Norway. With us, you'll be part of our mission to tackle the housing crisis and create more opportunities for people — one rental at a time.

About The Role
We're looking for a CX Specialist who leverages AI, automation, and data to gain insight and deepen customer understanding — systematically improving how customers experience our product. This is a central role where you'll take ownership of our CX systems and automation, shaping the tools and processes that empower our support teams and elevate the customer experience.

Your first mission: Own and optimize our AI bots across all markets
You'll collaborate closely with our Customer Support and Success teams to take charge of our AI chatbot in Sweden, Finland, and Norway. Your focus will be on maximizing resolution rates while keeping CSAT high — identifying improvements, fine-tuning automation, and ensuring the bot delivers a seamless customer experience.

Next step: Lead and evolve our customer support systems
You'll act as the go-to person for our customer support systems. You'll iterate, improve, and implement smarter solutions that strengthen system support for both our agents and customers. By shaping workflows, automation, and integrations, you'll ensure our platforms scale effectively across markets while continuously improving both efficiency and experience.

Core Skills & Requirements

• System management: Take ownership of Zendesk across all markets — managing configuration, permissions, workflows, and reporting to keep our support operations running smoothly.
• AI automation: Build, maintain, and fine-tune chatbot flows, macros, and triggers to improve self-service and make every customer interaction more effortless.
• Customer insights: Analyze support data and conversations to spot patterns, bottlenecks, and recurring issues — turning insights into meaningful improvements.
• Knowledge management: Keep our Help Center and FAQs clear, accurate, and consistently aligned with customer needs and internal workflows.
• Requirements management: Act as the link between Support, Product, and external partners. Ensuring feedback and needs are translated into practical solutions and improvements.
• Continuous improvement: Use data and insights to challenge how we work — proposing smarter processes, better tools, and clearer communication

Your background

• Hands-on experience with ticket handling administration and configuration (or similar CS platforms such as, Intercom, Zendesk or Salesforce).
• AI automation: Build, maintain, and fine-tune chatbot flows, macros, and triggers to improve self-service
• Experience designing and iterating chatbot flows and self-service solutions.
• Strong understanding of automation tools and scalable workflow design.
• Ability to analyze customer support data and translate insights into action.
• Familiarity with KPIs such as CSAT, NPS, first-response time, resolution time, and deflection rate.

Why join us?
Real ownership: This is your domain — you'll have the mandate to make an impact and help shape Qasa's future growth.

Scaling challenge: Be part of building systems that grow with us across multiple markets.

Mission-driven culture: Join a team that's working to create fairer, safer housing opportunities.

Location:
Stockholm (hybrid)

Language:
You'll need to be fluent in English. If you also speak Swedish, Finnish, or Norwegian — even better.

Please note that we are reviewing applications continuously.