Senior Automated Customer Experience / AI Conversation Designer

About the role

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.

Responsibilities

• Design, build, and continuously optimize AI chatbot playbooks and conversational flows in our Decagon AI platform
• Monitor and analyze Chatbot performance (CSAT, resolution rates, deflection), identifying opportunities to improve resolution and customer experience
• Collaborate with cross-functional teams to refine conversational design and ensure a smooth customer journey
• Build clear documentation and escalation paths for when 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

Requirements

• Degree in Data Analytics, Communications, Marketing, Business, or a related field
• Experience developing and optimizing chatbot playbooks and conversational flows, with an understanding of voice AI conversation design, including VUI principles, prompt engineering, and multi-turn dialogue management
• Experience with the Decagon 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., Excel, Looker, Google Analytics) to extract insights and track bot performance
• Hands-on experience designing error recovery paths, escalation logic, and timeout handling for AI-driven customer interactions

Qualifications

• Hands-on experience in AI chatbot management (e.g., Decagon, Ada, Poly, Intercom, Drift) or customer automation platforms
• Exposure to travel, fintech, or SaaS industries
• Knowledge of communication frameworks (e.g., neurolinguistic programming, Fogg Behavior Model)
• Strong project management skills with a proven ability to manage multiple priorities

Skills

• Data Analytics
• Communications
• Marketing
• Business
• Data Analytics Tools
• CRM Software
• Customer Support
• AI Chatbot Management
• Communication Frameworks
• Project Management

Benefits

• Remote-First Flexibility
• Time to Recharge
• Everyday Perks
• Family-Friendly Benefits
• Comprehensive Compensation
• Investing in You

Pay

Compensation Range: $72K - $113K

Schedule

Flexible