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Customer Support Automation Specialist
Full-time
Billtrust is looking for a Customer Support Automation Specialist who will be responsible for delivering measurable improvements in self-service and case deflection rates by optimizing our AI chatbot and knowledge base.
Success in this role is critical to achieving our customer experience goals and reducing friction for customers. This position focuses on analyzing AI-powered insights and chatbot interactions to design workflows that increase resolution rates, while partnering with cross-functional teams to continuously improve the support experience.
Key Responsibilities
Optimize AI chatbot performance by analyzing conversation data, identifying gaps, and implementing improvements to increase resolution rates
Manage and enhance the customer-facing knowledge base to improve self-service success
Design and refine automated workflows that reduce manual support volume while maintaining quality
Analyze chatbot interactions and AI-powered insights to identify trends and opportunities for automation
Partner with Support, Product, and Engineering teams to implement scalable automation solutions
Track and report on key metrics including deflection rates, self-service adoption, and customer satisfaction
