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CX Bot Enablement Specialist
Full-time
About Relay
Relay is a digital banking platform that gives self-made business owners the tools and know-how to be great with money — bringing clarity, confidence, and control to every dollar earned.
The Role
First CX Bot Enablement Specialist at Relay, owning the customer-facing AI agent as a core CX product. Responsible for building, operating, and continuously improving the bot so it reliably resolves common customer questions, escalates clearly to human support when needed, and helps the CX team focus on higher-value work. Sits at the intersection of customer experience, automation quality, and operational efficiency.
Responsibilities
Conversation Design & Optimization: Design simple, reliable conversation flows so the bot asks the right questions, understands customer needs, and responds helpfully
Quality Review: Run regular reviews of bot conversations to identify gaps, diagnose failure patterns, and prioritize fixes
Pilot Execution & Testing: Plan and run pilot tests with vendor, capture learnings, and make iterative improvements before broader rollouts
Vendor Partnership: Be the main vendor contact — raise issues, request fixes, coordinate product changes
Escalation & Handoff Design: Define clear handoff procedures including what information the bot must pass to a human agent
Safety and Governance: Maintain rules about what the bot can and cannot do, work with Risk/Compliance when necessary
Systems Enablement: Enable the bot to safely perform approved system actions by working with Engineering
Requirements
3+ years working on customer-facing automation, conversation design, or bot operations
Experience designing clear, intuitive conversation flows and improving them using real customer transcripts
Experience reviewing bot performance, identifying failure patterns, and prioritizing fixes
Managed vendor relationships and run pilot tests to validate changes
Clear communicator able to explain how the bot works and translate its behaviour into practical guidance
