Senior Automated Customer Experience / AI Conversation Designer

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, and believe that effective AI Support is the cornerstone to our success.

In this role, you'll shape the way we communicate and support our customers through our AI Agents (both chat and voice) across multiple channels and partners. You will own all things related to AI Agent communication, training, and experimentation, including playbook creation for text-based chat flows and voice conversational design. You'll collaborate directly with cutting-edge AI partners to optimize playbooks that ensure customers receive clear, helpful, and consistent support. This role is part of the newly formalized AI Agent Experience Team.

What You'll Be Working On

• 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

• 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 an 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

What We're Looking For

• Degree in Data Analytics, Communications, Marketing, Business, or a related field

• Experience developing and optimizing chatbot playbooks and conversational flows, with understanding of voice AI conversation design (VUI principles, prompt engineering, multi-turn dialogue management). Decagon Platform experience preferred

• Exceptional written and verbal communication skills, with experience writing scripts for customer-facing AI across chat and voice channels

• Strong analytical skills with the ability to interpret CSAT, NPS, and chatbot performance data

• Proficiency in CRM software and data analytics tools (e.g., Excel, Looker, Google Analytics)

• Hands-on experience designing error recovery paths, escalation logic, and timeout handling for AI-driven interactions

Bonus Points For

• 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