Change Specialization Lead driving AI and ERP transformation strategies, commercialization, and adoption. Partnering with executive leaders to influence transformation and market growth.
About the role
- AI Support Experience Specialist developing and optimizing AI agent communication for customer support. Collaborating with cross-functional teams to enhance customer satisfaction through effective AI solutions.
Responsibilities
- Design, build, and continuously optimize AI chatbot playbooks and conversational flows
- Monitor and analyze Chatbot performance (CSAT, resolution rates, deflection)
- Collaborate with cross-functional teams to refine conversational design
- Build clear documentation and escalation paths
- Analyze bot feedback and performance trends
- Translate feedback into actionable recommendations
Requirements
- Experience developing and optimizing chatbot playbooks and conversational flows
- Understanding of voice AI conversation design, including VUI principles, prompt engineering, and multi-turn dialogue management
- Exceptional written and verbal communication skills
- Strong analytical skills with ability to interpret CSAT, NPS, and chatbot performance data
- Proficiency in CRM software and data analytics tools (e.g. Excel, Looker, Google Analytics)
- Hands-on experience designing error recovery paths, escalation logic, and timeout handling for AI-driven customer interactions
- Degree in Data Analytics, Communications, Marketing, Business, or a related field
Benefits
- Unlimited PTO
- Company-wide recharge days
- Annual team offsites
- Weekly UberEats credits
- Travel discounts on Super.com
- Generous parental leave
- Flexible return-to-work plan
- Competitive salary
- Equity options
- Annual bonus
- Retirement matching
- Wellness budgets
- Personal development funds
- Team-level learning resources
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