Senior Automated Customer Experience / AI Conversation Designer
TLDR
Shape AI-powered customer support through conversational design, building scalable chat/voice flows and optimizing agent performance.
- Design, develop, and continuously optimize AI-driven conversational playbooks and workflows for chat and voice-based customer support systems.
- Monitor and analyze AI agent performance metrics such as CSAT, resolution rates, and containment/deflection rates to identify improvement opportunities.
- Collaborate with cross-functional teams including product, engineering, and operations to enhance conversational design and customer journey flow.
- Build and maintain escalation frameworks, fallback logic, and documentation to ensure seamless transitions when AI cannot resolve customer issues.
- Translate user feedback and behavioral data into actionable insights to improve AI responses, tone, accuracy, and resolution quality.
- Partner with AI vendors and internal teams to test, iterate, and refine conversational models and automation strategies.
- Contribute to experimentation initiatives aimed at improving AI agent effectiveness and overall customer experience outcomes.
- Degree in Communications, Marketing, Business, Data Analytics, or a related field, or equivalent practical experience.
- Experience designing and optimizing chatbot playbooks and conversational flows, including familiarity with voice AI and multi-turn dialogue systems.
- Strong understanding of conversational design principles, prompt engineering, and user-centered communication strategies.
- Experience with AI platforms or conversational tools (e.g., Decagon, Intercom, Ada, Drift, or similar) is highly valued.
- Strong analytical skills with the ability to interpret customer experience metrics such as CSAT, NPS, and performance dashboards.
- Proficiency with data and analytics tools such as Excel, Looker, or Google Analytics to extract insights and track performance trends.
- Excellent written and verbal communication skills, with the ability to craft natural, clear, and effective customer-facing AI scripts.
- Ability to design escalation paths, error handling flows, and robust AI interaction logic.
- Strong organizational and project management skills with the ability to manage multiple initiatives in a fast-paced environment.
- Exposure to industries such as fintech, SaaS, or travel is considered an asset.
- Fully remote-first work environment with global flexibility.
- Competitive compensation package including salary and equity opportunities.
- Unlimited paid time off and company-wide recharge days.
- Annual offsites and team connection experiences.
- Wellness budgets and personal development funding.
- Weekly perks and travel-related employee discounts.
- Strong focus on career growth, learning, and skill development.
- Family-friendly policies including generous parental leave and flexible return-to-work options.
- Comprehensive health and wellbeing benefits.
Requirements:
Benefits:
Benefits
Equity Compensation
Competitive compensation package including salary and equity opportunities.
Health Insurance
Comprehensive health and wellbeing benefits.
Learning Budget
Strong focus on career growth, learning, and skill development.
Weekly perks and travel discounts
Weekly perks and travel-related employee discounts.
Paid Parental Leave
Family-friendly policies including generous parental leave and flexible return-to-work options.
Paid Time Off
Unlimited paid time off and company-wide recharge days.
Remote-Friendly
Fully remote-first work environment with global flexibility.
Wellness Stipend
Wellness budgets and personal development funding.
Jobgether runs the largest remote job platform, effectively linking job seekers with over 200,000 flexible and remote opportunities that match their unique skills and preferences. Our focus is on enhancing the hiring process, ensuring efficiency while prioritizing the candidate experience, particularly in the growing health and wellness sector.
- Founded
- Founded 2020
- Employees
- 11-50 employees
- Industry
- Professional Services