Automated Customer Experience / AI Quality Specialist

About the role

Our mission is to make customer support easy, effective, and financially efficient. As AI support experiences continue to scale across chat and voice, maintaining high-quality customer interactions is critical to our success. In this role, you will own the quality evaluation, operational auditing, and performance monitoring of our AI Agents across chat and voice channels.

Responsibilities

• Review and audit AI chat and voice interactions to evaluate customer experience, AI agent performance, policy adherence, escalation handling, and resolution quality.
• Identify trends impacting CSAT, containment, customer effort, and operational performance through interaction reviews and data analysis.
• Monitor AI failures including hallucinations, looping behavior, incorrect resolutions, and poor handoff experiences to human agents.
• Analyse AI interactions to identify key business and customer insights.
• Partner with conversation designers, product and operations teams to improve prompts, escalation logic, recovery flows, and conversational behavior.
• Build scalable automated reporting frameworks and quality monitoring tools and guardrails that measure AI performance, customer impact, and operational risk across channels.

Requirements

• Degree in Business, Communications, Customer Experience, Data Analytics, or a related field.
• Experience in AI chat and voice platforms, Quality Assurance, Customer Support Operations or customer experience analysis.
• Strong written and verbal communication skills with the ability to evaluate conversational quality across both chat and voice interactions.
• Analytical mindset with experience interpreting CSAT, QA trends, operational metrics, or customer feedback data.
• Experience working with CRM systems, support platforms, or AI support tools in a customer-facing environment.

Qualifications

• Bonus points for experience in AI conversation design.
• Previous experience building and maintaining QA scorecards, conversation analytics, sentiment analysis, or operational auditing frameworks.
• Experience in travel, fintech, marketplace, or SaaS support environments.
• Strong project management and cross-functional collaboration skills.

Skills

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficiency in CRM systems and AI support tools.

Benefits

We've got you covered at Super.com. Remote-first flexibility, unlimited PTO, company-wide recharge days, and annual team offsites are just some of the perks. Family-friendly benefits include generous parental leave and a flexible return-to-work plan. Comprehensive compensation includes competitive salary, equity options, and top-tier benefits. Investing in you means access to wellness budgets, personal development funds, and team-level learning resources.

Pay

$55K - $81K

Schedule

Remote-first. Choose your own hours.