Customer Support Automation Specialist

United StatesFull-TimeMiddle

Salary80,000 - 85,000 USD per year

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Job Details

Experience: Around 2+ years

Requirements

Around 2+ years of experience in AI chatbot management, customer support automation, or SaaS-based customer experience roles
Hands-on experience with conversational AI platforms such as Forethought AI, Intercom Fin, Ada, or similar tools
Proven ability to improve measurable KPIs such as case deflection, resolution rates, or customer satisfaction through automation initiatives
Strong writing, editing, and communication skills with the ability to simplify complex technical concepts
Analytical mindset with experience interpreting data, identifying trends, and driving process improvements
Strong organizational and project management skills with the ability to manage multiple priorities independently
Detail-oriented, collaborative, and comfortable working across technical and non-technical teams

Responsibilities

Own and continuously improve chatbot performance by monitoring KPIs, identifying gaps, and implementing workflow enhancements that increase case deflection and customer satisfaction
Analyze AI chatbot interactions to design, test, and optimize conversational workflows, including integrations with AI agents and automation tools
Leverage AI insights, dashboards, and performance data to prioritize improvements with the highest impact on self-service success
Collaborate with subject matter experts to ensure accuracy, clarity, and technical correctness in chatbot responses and workflows
Review customer feedback and interaction data to identify friction points and translate them into actionable automation improvements
Edit and optimize knowledge base and self-service content to support AI-driven resolution and ensure consistent voice and usability
Report on chatbot performance metrics, highlighting trends, improvements, and opportunities for further optimization

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80,000 - 85,000 USD per year

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