Global Digital Product Content Specialist publishing Arc’teryx ecommerce copy, translations, and imagery across global websites. Coordinating launches, workflows, and optimization for the brand’s digital commerce team.
About the role
- AI quality specialist auditing healthcare support automation for EverCommerce’s EverHealth SaaS products. Improving content governance, accuracy, compliance, and customer trust.
Responsibilities
- Audit AI-generated responses across chat, cases, and self-service flows
- Identify hallucinations, assumed resolves, incomplete answers, and compliance risks
- Score AI performance against defined QA frameworks
- Audit and validate knowledge content, workflows, and source materials used by AI systems
- Identify outdated, conflicting, incomplete, or low-confidence content
- Establish content governance processes for help center articles, macros, internal documentation, and workflow logic
- Analyze root causes of AI failures, including content gaps, poor prompt handling, and edge cases
- Provide actionable insights to the Content Strategist and Head of Support
- Create a feedback loop with Product and Engineering and serve as the voice of the customer
- Build and maintain dashboards tracking resolution accuracy, escalation drivers, and customer sentiment
- Surface trends and recommend improvements
- Partner with stakeholders to retrain AI, improve knowledge content, and adjust workflows and guardrails
- Help establish a closed-loop AI optimization system
- Create scalable auditing mechanisms to identify content gaps, stale documentation, and declines in AI confidence or resolution quality
- Help define standards for AI-consumable knowledge design
Requirements
- Must be based in Canada
- Must be eligible to work without sponsorship
- Ability to work remotely across different time zones
- May require travel to Corporate Headquarters in Denver, Colorado, or other office locations around North America
- Experience and expertise relevant to the role
- Ability to audit AI-generated responses across chat, cases, and self-service flows
- Ability to identify hallucinations, assumed resolves, incomplete answers, and compliance risks
- Ability to audit and validate AI knowledge content, workflows, and source materials
- Ability to analyze content gaps, poor prompt handling, and edge cases
- Ability to build and maintain performance dashboards
- Ability to collaborate with Content, Product, Engineering, and Support stakeholders
Benefits
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Robust wellness benefits, including an annual wellness stipend
- 3 weeks of vacation to start
- A paid volunteer day of your choosing
- 2 floating holidays to celebrate anything of significance to you
- Employee Stock Purchase Program
- Registered Retirement Savings Plan (RRSP) with 4% company match
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Degree requirement
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