Job Description

Description

We’re looking for someone passionate about using generative AI to drive smarter, faster, and more scalable customer interactions. You should be eager to jump in, execute quickly, and push the pace of innovation across our Customer Experience teams.

You will lead the design and implementation of AI-powered tools and workflows that improve our internal efficiency and elevate the experience we deliver to customers. This role requires someone who thrives in fast-paced environments, drives change proactively, and takes ownership from idea to impact.

If you’re someone who loves solving problems, exploring AI, and working cross-functionally, this could be a great fit.

Location: Poland (with willingness to adjust hours to allow for overlap with North American teams, ending between 6/7pm CEST)

Responsibilities:

• Champion AI-driven transformation across Customer facing teams by identifying high-impact use cases and prioritizing implementation efforts
• Develop and customize internal AI assistants (e.g., MyGPTs) to support daily work across teams
• Create prompt libraries that support scalable communication, onboarding, success planning, and project management
• Collaborate with team leads to spot manual, repetitive processes and reimagine them with AI solutions and tooling
• Assist in implementation of new AI platforms such as Salesforce Einstein, Zapier, Gainsight Atlas, and more.
• Continuously test, improve, and document new AI workflows to share knowledge across the departments
• Maintain complex data integrations for our systems
• Help build a culture of AI curiosity and experimentation

Requirements

• Experience with leading projects focused on AI development, workflow automation, or technical operations, with demonstrated ability to lead end-to-end projects in fast-paced environments
• Strong foundation in data structures, algorithms, and software engineering principles, with proficiency in languages like Python or Java
• Practical experience integrating machine learning or AI capabilities into real-world systems, preferably within Customer Experience workflows
• Demonstrated experience in operations and process creation, with a strong ability to identify inefficiencies and implement scalable, AI-driven solutions
• Engineering background with strong software development skills, including experience building AI-powered applications and tools
• Experience working in customer facing teams such as Support, Success, Account Management, or Professional Services in a B2B SaaS environment
• Strong command of generative AI platforms (OpenAI, Claude, Gemini, etc.) and the ability to build tools that serve real team needs
• Expertise in prompt engineering and the ability to design effective, context-aware prompt frameworks
• A self-starter mindset with strong self-learning capabilities and the ability to move fast and adapt in an ever-evolving AI environment
• Highly independent and proactive, with a strong ability to learn, execute, manage priorities and create initiatives. 
• Bonus: Experience with being an administrator and/or implementing Customer Experience tools such as Salesforce Einstein, Gainsight, and/or Zapier

Sample Initiatives

• Automate rollout documentation creation for Professional Services guidance, based on deflected ticket patterns and common implementation scenarios
• Build an AI-powered response system using Zapier to support Silver-tier customers with automated guidance and reduce reliance on human touch
• Improve root cause analysis (RCA) editing and writing by using generative AI to draft professional, polished summaries from incident and ticket history

The Company: Mend.io offers an enterprise suite of application security tools designed to help organizations build and manage a mature, proactive AppSec program. Mend.io supports both developers and security teams by giving each team different, but complementary, tools to work with—enabling them to stop chasing vulnerabilities and start proactively managing application risk.

Our culture is open, inclusive, and engaging, and we work hard to foster a company where everyone feels valued. Mend is a company that lives by its values:

• We are passionate about excellence
• We see the world from the customer’s perspective
• We are better together

The Benefits: Mend.io lives out its employee-centric culture by providing comprehensive benefits to its employees:

• Competitive compensation
• Affordable Health Insurances (8 plans to choose from), Dental and Vision
• Flexible and Generous PTO
• 401k with company match
• Equity
• Paid Parental Leave
• Monthly Work from Home Allowance
• One Time Home Office Set-up Stipend for Remote Roles
• Monthly team social events (locally and virtually)
• Collaborative and innovative environment
• Leadership that supports and encourages professional growth and development

Mend.io’s EEO Statement

Mend.io is an equal opportunity employer committed to encouraging and celebrating its diverse and inclusive workforce. We welcome all without regard to age, race, color, religion, gender identity and expression, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, citizenship, national origin, disability, military status, veteran status, political affiliation, or any other protected characteristics. All aspects of employment including hiring, training, advancement, and discipline will be solely based on merit and qualifications related to professional competence. Mend.io operates on a principle of mutual respect and acceptance, and every employee must follow Mend.io’s anti-harassment and anti-discrimination company policies.

Mend.io’s Diversity Commitment

At Mend.io, we believe bringing together diversity of experience and background creates a better place to work, a better product, and more opportunities to innovate. Mend.io is committed to doing its part to mend the equity gap, fostering a safe, inclusive environment to inspire and support employees to be their authentic selves and provide development opportunities for all.

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