Super. com
Operations
AutomatedCustomerExperience/AIQualitySpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Automated Customer Experience / AI Quality Specialist at Super. com. Skills: AI Quality Assurance, Customer Experience, Operational Auditing. Review AI chat interactions. Audit AI chat interactions”
What You'll Achieve.
Improve AI behavior; Resolve customer issues accurately; Resolve customer issues confidently; Resolve customer issues consistently; Protect customer trust; Drive CSAT improvements
Industry & Context.
Root cause analysis; Troubleshooting AI failures; Identifying policy gaps; Identifying conversational breakdowns
What They're Looking For.
Must Have
Degree in Business, Communications, Customer Experience, Data Analytics, or related field, Experience in AI chat and voice platforms, Experience in Quality Assurance, Experience in Customer Support Operations, Experience in customer experience analysis, Written communication skills, Verbal communication skills, Analytical mindset, Experience interpreting CSAT, QA trends, operational metrics, or customer feedback data, Experience working with CRM systems, Experience working with support platforms, Experience working with AI support tools in a customer-facing environment
Nice to Have
Experience in AI Conversation design, Experience working with AI chatbot or voice automation platforms, Previous experience building and maintaining QA scorecards, Previous experience building and maintaining conversation analytics, Previous experience building and maintaining sentiment analysis, Previous experience building and maintaining operational auditing frameworks, Experience in travel support environments, Experience in fintech support environments, Experience in marketplace support environments, Experience in SaaS support environments, Project management skills, Cross-functional collaboration skills
What You'll Do.
Review AI chat interactions
Audit AI chat interactions
Evaluate customer experience
Evaluate AI agent performance
Evaluate policy adherence
Evaluate escalation handling
Evaluate resolution quality
Review AI voice interactions
Audit AI voice interactions
Identify trends impacting CSAT
Identify trends impacting containment
Identify trends impacting customer effort
Identify trends impacting operational performance
Analyze AI interactions
Identify business insights
Identify customer insights
Partner with conversation designers
Partner with product teams
Partner with operations teams
Improve escalation logic
Improve recovery flows
Improve conversational behavior
Build scalable automated reporting frameworks
Build quality monitoring tools
Build guardrails measuring AI performance
Build guardrails measuring customer impact
Build guardrails measuring operational risk
How You'll Work.
Team & Collaboration
Operations teams; Product teams; Engineering teams; AI partners; Business Operations; Technical Account Management; QA teams; Customer Experience teams
Communication Scope
Written communication; Verbal communication; Conversational quality evaluation
Full Job Description
Automated Customer Experience / AI Quality Specialist About Super.com http://Super.com We started Super.com http://Super.com to help maximize lives–both the lives of our customers and the lives of our team – so that everyone can experience all that life has to offer. For our employees, our promise is that Super.com http://Super.com is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized. We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career, and our aim is to supercharge it through the people, the work, and the programs that fuel who we are. About the role Our mission is to make customer support easy, effective, and financially efficient. As AI support experiences continue to scale across chat and voice, maintaining high-quality customer interactions is critical to our success. In this role, you will own the quality evaluation, operational auditing, and performance monitoring of our AI Agents across chat and voice channels. You will review customer interactions at scale to identify customer experience risks, escalation failures, policy gaps, conversational breakdowns, and opportunities to improve AI behavior. You’ll work closely with Operations, Product, Engineering, and AI partners to ensure our AI Agents are resolving customer issues accurately, confidently, and consistently while protecting customer trust and driving CSAT improvements. This is a unique opportunity to help define how AI Quality Assurance operates within Customer Support and directly influence the future of AI-powered customer experiences at Super.com http://Super.com. About the team This role is part of the newly formalized Automated Customer Experience (ACX) Team focused solely on the design, quality, performance, and optimization of our AI Agents. We believe Super.com http://Super.com Customer Support is positioned to lead the industry curve i
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