about 5 hours ago
Base Salary
$128k - $145k/yr
Responsibilities
- Partner with Services & Support leadership to capture business requirements and architect AI workflow blueprints.
- Lead the creation and maintenance of customer chatbots and internal AI copilots.
- Define and refine conversation design paths and prompt structures to maximize resolution accuracy.
- Collaborate with technical teams to integrate AI workflows into the core tech stack.
- Optimize customer-facing AI interfaces to improve self-service resolution metrics.
- Build and iterate on internal AI workflows to reduce manual administrative work.
- Monitor and analyze chatbot performance data to identify optimization strategies.
- Maintain technical documentation for all active AI integrations.
Requirements
- 6+ years of experience in Support Operations, Business Systems, or a technical CX role in a B2B SaaS environment.
- Proven track record of designing and building complex AI workflows and chatbots.
- Advanced familiarity with conversational AI platforms and low-code/no-code automation tools.
- Exceptional cross-functional communication and collaboration skills.
- Operationally-minded with a focus on simplification and automation.
- Strong analytical skills to assess tool usage and workflow bottlenecks.
- Curious, proactive, and autonomous with a focus on accountability.
- Skilled in documenting complex systems and training support teams.
Benefits
- Mental health, wellness & fitness benefits.
- Career coaching & support.
- Inclusive family building benefits.
- Long-term savings or retirement plans.
- In-office culinary options to cater to dietary preferences.