Senior Customer Experience Specialist

Job Summary

A company is looking for a Senior Customer Experience Specialist.

Key Responsibilities

• Manage the administration and reliability of the Intercom platform and AI chatbot ecosystem
• Design and configure conversational paths using deterministic logic and generative AI
• Execute quality assurance testing for AI bot paths and manage internal intake queues for inquiries and bug reports

Required Qualifications

• Proven experience with Intercom or similar AI-driven customer service platforms
• Demonstrated experience working with AI systems, including configuring GPT-based bots
• Strong understanding of AI systems and Large Language Models (LLMs)
• Proficiency in no-code logic builders and technical problem-solving
• Ability to translate complex AI workflows into clear visual diagrams and written SOPs