Senior Automated Customer Experience / AI Conversation Designer

Role Description

Our mission is to make 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 believe that effective AI Support is the cornerstone to our success.

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 all things related to AI Agent communication, training, and experimentation, including:

• Playbook creation for both text-based chat flows and voice conversational design.
• Collaboration with cutting-edge AI partners to create and optimize playbooks.
• Ensuring customers receive clear, helpful, and consistent support regardless of whether they're chatting or calling.

This is a unique opportunity to blend communication strategy, AI playbook management, and data-driven insights to impact our North Star: customer satisfaction directly.

Qualifications

• Degree in Data Analytics, Communications, Marketing, Business, or a related field.
• 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 the 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.

Requirements

• Experience with the Decagon Platform preferred.
• Experience writing and refining scripts for customer-facing AI across both chat and voice channels.
• Strong project management skills with a proven ability to manage multiple priorities.

Benefits

• Remote-First Flexibility: Work from anywhere in the world and choose the hours that suit you best.
• Time to Recharge: Enjoy unlimited PTO, company-wide recharge days, and annual team offsites.
• Everyday Perks: Weekly UberEats credits and travel discounts on SuperTravel.
• Family-Friendly Benefits: Generous parental leave and a flexible return-to-work plan.
• Comprehensive Compensation: Competitive salary, equity options, and top-tier benefits.
• Investing in You: Access to wellness budgets, personal development funds, and team-level learning resources.