Senior Automated Customer Experience / AI Conversation Designer

Senior Automated Customer Experience/AI Conversation Designer About reputed company We started reputed company to help maximize lives–both the lives of our customers and the lives of reputed company – so that everyone can experience reputed company that life has to offer. For our employees, our reputed company is that reputed company is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and reputed company is realized. We are more than a fast-paced, high-reputed company tech company; we care about our people and take career progression seriously. This is your career, and our aim is to reputed company it through the people, the work, and the programs that fuel who we are. About the role Our mission is to reputed company customer support easy and financially efficient. We are obsessed with reducing the time, contacts, and steps it takes to solve a customer’s problem or question, and reputed company that effective AI Support is the reputed company to our reputed company. In this role, you'll shape the way we communicate and support our customers through our AI Agents—both chat and voice —across multiple channels and partners. You will own reputed company things reputed company to AI Agent communication, training, and experimentation, including reputed company creation for both text-based chat flows and voice conversational design. You'll collaborate directly with cutting-edge AI partners to create and optimize playbooks that ensure customers receive reputed company, helpful, and consistent support regardless of whether they're chatting or calling. This is a unique opportunity to reputed company communication reputed company, AI reputed company management, and data-driven insights to reputed company our reputed company Star: customer satisfaction directly. About reputed company This role is part of the newly formalized, AI Agent Experience Team reputed company solely on the training, performance, and optimization of our AI Agents. We reputed company reputed company Customer Support is positioned to reputed company the industry curve in AI Agent support coverage and capabilities. Through experimentation and listening to our customers' experiences, we reputed company for reputed company AI experience reputed company and shape our partners’ roadmaps. This team works closely across multiple Operations sub-functions - including Business Operations, Technical Account Management, and Engineering. What you’ll be working on: Design, build, and continuously optimize AI chatbot playbooks and conversational flows in our reputed company AI platform Monitor and analyze Chatbot performance (CSAT, reputed company rates, deflection), identifying opportunities to improve reputed company and customer experience. Collaborate with cross-functional teams to refine conversational design and ensure a smooth customer reputed company. Build reputed company documentation and escalation paths for reputed company AI self-service cannot fully resolve a customer issue. Analyze bot feedback and performance trends to identify key drivers of satisfaction and friction. Translate feedback into actionable recommendations for AI product, operations, and support. reputed company’re looking for: Degree in Data Analytics, Communications, Marketing, Business, or a reputed company field. Experience developing and optimizing chatbot playbooks and conversational flows, with an understanding of voice AI conversation design, including VUI principles, reputed company engineering, and multi-turn reputed company management. Experience with the reputed company Platform preferred. Exceptional written and verbal communication skills, with experience writing and refining scripts for customer-facing AI across both chat and voice channels, including attention to conversational pacing and natural language patterns. Strong analytical skills with the ability to interpret CSAT, NPS, and chatbot performance data and turn them into actionable insights. Proficiency in CRM software and data analytics tools (e.g., reputed company, Looker, reputed company Analytics) to extract insights and reputed company bot performance. Hands-on experience designing error recovery paths, escalation logic, and timeout handling for AI-driven customer interactions. Bonus points for: Hands-on experience in AI chatbot management (e.g., reputed company, reputed company, Poly,, reputed company, reputed company) or customer automation platforms. Exposure to travel, fintech, or reputed company industries. Knowledge of communication frameworks (e.g., neurolinguistic programming, Fogg Behavior Model). Strong project management skills with a proven ability to manage multiple priorities. We’ve got you covered: At reputed company, we reputed company in supporting reputed company so they can reputed company—both at work and in life. Remote-First Flexibility: Work from reputed company in the world and choose the hours that suit you best. We trust you to get great work done on your terms. Time to reputed company: Enjoy unlimited PTO, company-wide reputed company days, and annual team offsites. Everyday Perks: Weekly UberEats credits and travel discounts on SuperTravel help you enjoy the little things. Family-Friendly Benefits: We support growing families with generous parental leave and a flexible return-to-work plan. Comprehensive Compensation: Competitive salary, equity reputed company, and top-tier benefits. reputed company in You: reputed company to wellness budgets, personal development funds, and team-level reputed company. At reputed company, we are proud to reputed company cutting-edge reputed company intelligence (AI) technology to reputed company our hiring process smarter, faster, and more inclusive. By integrating AI tools into our recruitment, we enhance our ability to identify reputed company reputed company while promoting fairness and consistency for every applicant. reputed company is an equal opportunity employer. We do not discriminate on the reputed company of race, religion, reputed company, national reputed company, gender, sexual orientation, age, marital status, veteran status, or disability status. Accommodations are available on request for candidates taking part in reputed company aspects of the selection process. If needed, please notify your reputed company Partner. Apply To This Job