- Company Name
- Super.com
- Job Title
- AI Support Experience Specialist
- Job Description
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Job Title: AI Support Experience Specialist
Role Summary: Design, train, and optimize AI chat and voice support agents to improve customer satisfaction and reduce support load by creating effective conversational playbooks, monitoring performance, and collaborating with cross‑functional teams.
Expectations: Deliver clear, consistent AI‑generated customer interactions across chat and voice channels; continuously refine playbooks to increase CSAT, resolution rates, and deflection; translate data insights into actionable improvement at product and operations levels.
Key Responsibilities
- Create, test, and iterate AI chatbot and voice conversational flows and scripts.
- Define and maintain playbooks, including cueing, prompts, error recovery, escalation, and timeout logic.
- Monitor AI performance metrics (CSAT, NPS, resolution rate, deflection) and conduct root‑cause analyses.
- Partner with Business Operations, Technical Account Management, Engineering, and AI vendors to align playbooks with business goals and vendor roadmaps.
- Develop documentation and escalation paths for AI‑self‑service failures.
- Present data‑driven findings and recommendations for product, operations, and support improvements.
Required Skills
- Strong written and verbal communication; experience drafting conversational scripts for chat and voice.
- Proficiency in building multi‑turn dialogue, prompt engineering, and VUI principles.
- Analytical ability to interpret CSAT, NPS, and performance dashboards; use tools like Excel, Google Analytics, Looker.
- Experience designing error recovery, escalation logic, and timeout handling in AI customer interactions.
- Project management skills; ability to juggle multiple priorities.
- Familiarity with CRM platforms and chatbot management tools (Ada, Poly, Decagon, Intercom, Drift, etc.) is a plus.
Required Education & Certifications
- Bachelor’s degree in Data Analytics, Communications, Marketing, Business, or a related field.
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