VibeCodeCareers 
Fully remote entry-level role with Top Hat, a company focused on educational technology. This position involves managing and automating technical support processes using AI and CRM tools to enhance customer self-service.
Skills / Requirements
- AI Workflows
- AI-First Discovery
- Automation Engineering
- CRM Automation
- Experimentation
- Knowledge Management
- Logic-First Mindset
- Prototyping
- Salesforce
- Technical Enablement
- Technical Escalations
- Vibe Coding
Why Apply
This role is ideal for someone skilled in AI and CRM automation, particularly with Salesforce. You'll design AI workflows and automate processes to improve customer support, making it perfect for those who thrive in AI-driven environments.
What You'll Be Doing
You'll manage the Self-Service Ecosystem, using AI to preemptively solve customer issues. Your day involves prototyping AI workflows, enhancing Salesforce operations, and maintaining the Knowledge Base for AI-first discovery.
Pay and Career Growth
Top Hat offers a flexible, remote-first work environment with a focus on professional development. The role is designed as a career launchpad, emphasizing learning and growth in AI and automation. Competitive health benefits start on day one.
Benefits and Perks
- Flexible Work
- Health Benefits
- Innovative PTO
- New tech exposure
- Professional Development
- Remote-first
Is This Role Right for You?
Good fit if you...
- You have 1-2 years in technical support or helpdesk roles.
- You understand Salesforceu2019s backend setup and data flow.
- You have a passion for AI and automation tools.
May not be for you if...
- You prefer traditional ticket-based support roles.
- You lack experience with AI or CRM systems.
- You are not comfortable working remotely.
Original Job Description
We are looking for a systems-minded professional to bridge the gap between technical support and automation engineering. This is not a traditional “ticket-taking” role. You will be the primary owner of our Self-Service Ecosystem, using AI and CRM automation to ensure our customers find answers before they ever need to reach out to a human.
What You’ll Do
Prototyping and Experimentation: Design and pilot experimental AI workflows to proactively address customer friction points before they appear in data
Salesforce Operations: You will identify and help implement workflow improvements within Salesforce to make our internal processes faster and more automated.
Root-Cause Escalations: You will handle high-level technical escalations, but with a twist—your primary goal is to use those escalations to update our AI and Knowledge Base so the issue never happens again.
Technical Enablement: You will own the “Technical Truth” for our offshore partners, creating automated training modules and QA frameworks to ensure they are performing at a high technical standard.
Peak Period Support: During peak periods, you will act as a core technical support agent, directly handling complex cases, critical system issues, and high-priority user requests, ensuring rapid resolution while maintaining service reliability and operational standards.
Knowledge Management: Develop a cross-platform content strategy that optimizes the Knowledge Base for ‘Search-First’ and ‘AI-First’ discovery, ensuring high semantic relevance for LLM retrieval.
Why You’re a Fit
You have 1–2 years in a technical support or helpdesk environment.
You can look at a confusing technical error and immediately rewrite it into a clear, helpful solution that a non-technical user can understand.
You have an understanding of Salesforce’s backend setup (you don’t need to be a certified Admin, but you should know how to navigate the backend and understand how data flows).
You have a logic-first mindset—you enjoy building “If/Then” scenarios and workflows.
You are passionate about AI and Automation and want a role where you can actually build and manage these tools, not just use them. Any experience using or experimenting with AI or vibe coding is a plus!
This is a Career Launchpad role for high-potential learners, we value your ability to learn and build
Success Metrics
Deflection Rate: Reducing the percentage of simple inquiries reaching the team.
AI Accuracy & Resolution Rate: Percentage of customer inquiries successfully resolved by the AI without human intervention.
System Health: Reducing the manual steps required to resolve an escalation.
Offshore Technical Quality: Maintaining high QA scores through your automated training systems.
Workflow Automation Impact: Time saved per case or process due to new Salesforce automations or system improvements.
Innovation Velocity: Number of successful “new-to-business” automations or process improvements implemented per quarter.
Why team members love working at Top Hat:
A noble mission that creates meaningful, fulfilling work
A team that cares deeply for customers and for each other
Flexible, remote first work environment
Professional learning and development for all role levels
An awesome and welcoming Toronto HQ
Competitive health benefits that start on day one
A management team focused on performance, growth, engagement and connection
Our winning strategy and market potential
Innovative PTO policy with lots of time and space for self-care
Passionate customers that believe in us—and what we do
A chance to work with new tech like generative AI—and see the customer impact
