Customer Support Automation Specialist

Job Summary

A company is looking for a Customer Support Automation Specialist responsible for optimizing AI chatbot performance to enhance customer experience.

Key Responsibilities

• Monitor chatbot performance and implement workflow improvements to increase case deflection and customer satisfaction
• Analyze chatbot conversations to design and implement effective workflows that improve self-service rates
• Collaborate with cross-functional teams to ensure accuracy in workflows and optimize self-help content based on feedback

Required Qualifications

• 2 years of experience managing AI chatbot performance in a SaaS environment
• Proven success with Forethought AI or comparable conversational AI tools
• Track record of driving quantified improvements through AI optimization
• Strong project management abilities
• Demonstrated ability to work independently and collaboratively across teams