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Manager, CS AI Content
Full-time
About the Company
Flex is a growth-stage fintech company headquartered in NYC focused on transforming rent payments. The organization enables renters to pay throughout the month on flexible schedules aligned with their financial needs.
Role Overview
This position bridges content strategy, conversational AI, and systems architecture. The manager will convert customer support processes and documentation into structured, machine-readable formats that power AI-driven support systems operating across multiple channels.
Key Responsibilities
Create and maintain AI-native content including structured responses, decision trees, and escalation protocols
Design dialogue flows for conversational AI with multi-turn interactions and safe human handoff procedures
Integrate API calls to enable data retrieval, action triggering, and conversation routing
Identify documentation gaps hindering AI accuracy and close them systematically
Clarify ambiguous concepts to strengthen AI reasoning capabilities
Collaborate cross-functionally with Product, Engineering, and Data Science teams
Maintain audit-ready, version-controlled training content meeting regulatory standards
Track AI performance using containment rates, satisfaction metrics, and escalation patterns
Required Qualifications
Background in Customer Success, Content Operations, Trust & Safety, QA, or comparable roles
Demonstrated experience with conversational AI or AI-powered support platforms
Comfort designing workflows interfacing with APIs and automation systems
Strong problem-solving with ability to structure ambiguous challenges
Cross-functional collaboration capabilities
Preferred Experience
High-growth startup, fintech, payments, or customer support operations background
