• Serve as a trusted advisor to clients, providing expert guidance on customer experience automation strategy and best practices in conversational design, contact center operations, and CX technology. • Cultivate strong relationships with clients and partners, delivering timely and accurate deliverables that inspire confidence and trust. • Responsible for project success, ensuring timelines and objectives are met with precision and efficiency. • Author customer journey storyboards, process flows, and interaction scripts that clearly illustrate the end customer experience for both business and technical stakeholders. • Author and deliver professional, effective presentations to client stakeholders. • Follow best practices for developing engaging bot personas that engage users and properly represent the brand. • Ensure the IVA interaction design and end experience reflect the intended persona. • Help ‘train’ the IVA both before and after launch to deliver meaningful and accurate responses, taking into account all segments of the target user population. • Collaborate with AI technical, consulting, and knowledge teams to develop a solution that exceeds client expectations. • Analyze multifaceted performance data (both qualitative and quantitative), present findings to stakeholders and develop recommendations to improve performance. • Maintain awareness of clients’ business goals and constraints, ensuring our recommendations are framed in terms that will resonate with decision-makers. • Participate in the design and continuous improvement of standard methods and artifacts for the Conversational Design team. • Support revenue growth by developing recommendations for follow-on services on projects already landed and in delivery, leveraging client management and interpersonal skills. • Contribute to internal and external thought leadership content development.

• Be the first point of contact for international customers • Ensure excellent customer service • Verify documents • Support customer support agents with ad-hoc tasks • Collaborate with service partners to support customers

• The Customer Service Manager is responsible for managing the following functional teams: 1. Customer Support Team 2. System Administrators 3. Data Migration Team • Primary responsible to ensure timely and effective resolution of customer enquiries and issues. • This role involves overseeing day-to-day support operations, managing escalations, and maintaining performance standards in line with SLAs. • The Customer Service Manager will also be responsible for coaching and mentoring staff, delivering structured training programs, and driving continuous improvement initiatives across the support function. • They will work closely with cross-functional teams—such as Developers, Sales, and Customer Success—to ensure a consistent and seamless customer experience.

Role Description The Customer Support Automation Specialist is responsible for delivering measurable improvements in self-service and case deflection rates by optimizing our AI chatbot. 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 the Knowledge Content Specialist to ensure Help Center content supports these outcomes. - Own chatbot performance outcomes by continuously monitoring KPIs and implementing workflow improvements that drive quantified gains in case deflection and customer satisfaction. - Review chatbot conversations in Forethought AI to design and implement new workflows, including those integrated with MCP agents, that significantly improve chatbot self-service rates. - Leverage AI, including automation gap dashboards and self-built analysis automations, to systematically prioritize workflows with the highest potential impact. - Collaborate with cross-functional subject matter experts to confirm technical details and ensure accuracy in workflows. - Review customer feedback and AI insights to identify and act on opportunities to reduce friction in the chatbot experience. - Edit technical, topic-based knowledge articles that enable self-service. - Optimize self-help content based on customer feedback and AI-driven recommendations. - Evangelize and maintain voice and style consistency across all customer-facing content. - Promote a culture of knowledge sharing and continuous learning within the organization. - Report on chatbot performance metrics, highlighting impact and opportunities for improvement. Qualifications - 2 years managing AI chatbot performance in a SaaS environment. - Proven success with Forethought AI or comparable conversational AI tools (Intercom Fin, Ada, etc.). - A track record of quantified improvements driven through AI optimization — you can name specific metrics you moved and how. - Excellent writing and communication skills. - Strong project management and problem-solving abilities. - Ability to communicate complex information clearly and effectively. - Demonstrated ability to work independently and collaboratively across teams. - Attention to detail and a high degree of accuracy. Requirements - The expected base salary range for this position is $80,000 - $85,000 USD annually. Benefits - Comprehensive health coverage. - Competitive retirement. - Generous PTO and parental leave. - Flexible work options. - Meaningful investment in your professional development.