Customer Support Automation Specialist

Job Description

About the role and why it’s unique:

• Responsible for optimizing and enhancing the customer experience through chatbot solutions.
• Optimize and innovate the customer experience through the design and development of chatbot flows using Intercom, enhancing user satisfaction and operational efficiency.
• Leverage cutting-edge AI technologies to continuously improve chatbot performance, enabling smarter, more personalized customer interactions.
• Collaborate across teams with engineers, customer service, and product teams to integrate AI-driven solutions and ensure seamless support experiences.
• Data-driven role with a focus on analyzing performance metrics, customer feedback, and conversation data to fine-tune and optimize chatbot functionality.
• Dynamic, fast-paced environment where you'll regularly update and adapt chatbot content to reflect evolving products, services, and customer needs.

Who you are:

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 3+ years of experience managing and optimizing chatbot platforms, particularly Intercom.
• Strong knowledge of AI-driven chatbot technology, including natural language processing (NLP) and machine learning (ML).
• Excellent understanding of customer service processes and automation.
• Ability to analyze chatbot performance metrics and implement improvements.

Even better if you have:

• Experience with other chatbot platforms (e.g., Drift, Zendesk, LivePerson) or familiarity with a range of AI-driven customer service tools.
• Coding or scripting skills to customize chatbot behaviors or integrate them with backend systems for more advanced functionality.
• Background in UX/UI design to ensure the chatbot interface is optimized for user-friendliness and accessibility.
• Experience in customer service or support roles, with an understanding of live agent workflows and escalation management to optimize bot-human handoffs.

Our target starting base salary range for this position is between $77,000 and $81,000, plus target equity. The starting base salary will depend on a number of factors including the candidate’s skills and experience, among other things.

What we can offer you:

• Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)
• 16 weeks of fully paid parental leave
• A $500 home office allowance
• A connected virtual first culture with a highly engaged distributed workforce
• 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents

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