Lead,CSAIContent

Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience. It’s hard to believe that it’s 2026 and paying rent on time is expensive, inflexible, and difficult. We’re here to change that! Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing. Will you be a part of the team? About the role We're hiring a Lead, CS AI Content to own the content layer that powers Flex's AI-driven customer support tools. This role sits at the intersection of content, conversational AI, and support operations. You'll build and maintain structured, machine-readable content that enables AI systems to respond accurately, take action through APIs, and safely support customers across channels. You'll play a key role in conversational AI by authoring dialogue flows, maintaining decision trees, and ensuring safe, accurate customer experiences. The content you produce directly impacts containment, CSAT, and risk prevention. What you’ll do Write and maintain AI-native content across chatbot, voicebot, and agent assist tools, including structured responses, decision trees, and escalation logic. Author conversational AI dialogue flows, including multi-turn interactions, clarifying questions, and safe handoffs to human support. Improve AI workflows by working with API-connected tools, helping ensure AI can retrieve data, trigger actions, or route conversations appropriately. Keep content and configurations current across all AI tools — ensuring chatbot, voicebot, and agent assist are consistently optimized and aligned as products, policies, and workflows evolve. Identify gaps in SOP