Super.com
Operations
SeniorAutomatedCustomerExperience/AIConversationDesigner
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Automated Customer Experience / AI Conversation Designer at Super.com. Skills: AI Conversation Design, Chatbot Playbooks, Voice Conversational Design. Design AI chatbot playbooks. Build AI chatbot playbooks”
What You'll Achieve.
Maximize lives; Unlock potential; Realize impact; Supercharge career; Make customer support easy; Make customer support financially efficient; Reduce time to solve problem; Reduce contacts to solve problem; Reduce steps to solve problem; Ensure clear support; Ensure helpful support; Ensure consistent support; Impact customer satisfaction
Industry & Context.
Data-driven insights; Analytical skills; Performance analysis
What They're Looking For.
Must Have
Degree in Data Analytics, Communications, Marketing, Business, or related field, Experience developing and optimizing chatbot playbooks and conversational flows, Understanding of voice AI conversation design, VUI principles, Prompt engineering, Multi-turn dialogue management, Exceptional written and verbal communication skills, Experience writing and refining scripts for customer-facing AI, Attention to conversational pacing and natural language patterns, Analytical skills, Ability to interpret CSAT, NPS, and chatbot performance data, Proficiency in CRM software, Proficiency in data analytics tools, Hands-on experience designing error recovery paths, Hands-on experience designing escalation logic, Hands-on experience designing timeout handling
Nice to Have
Experience with the Decagon Platform, Hands-on experience in AI chatbot management, Experience with customer automation platforms, Exposure to travel industry, Exposure to fintech industry, Exposure to SaaS industries, Knowledge of communication frameworks, Project management skills
What You'll Do.
Design AI chatbot playbooks
Build AI chatbot playbooks
Continuously optimize AI chatbot playbooks
Design conversational flows
Build conversational flows
Continuously optimize conversational flows
Monitor Chatbot performance
Analyze Chatbot performance
Identify opportunities to improve resolution
Identify opportunities to improve customer experience
Collaborate with cross-functional teams
Refine conversational design
Ensure smooth customer journey
Build clear documentation
Build escalation paths
Analyze performance trends
Identify key drivers of satisfaction
Identify key drivers of friction
Translate feedback into recommendations
How You'll Work.
Team & Collaboration
Cross-functional teams; AI Agent Experience Team; Business Operations; Technical Account Management; Engineering
Communication Scope
Written communication; Verbal communication; Script writing; Conversational pacing; Natural language patterns
Process & Methodology
Project management
Full Job Description
SENIOR AUTOMATED CUSTOMER EXPERIENCE/AI CONVERSATION DESIGNER 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 and financially efficient. We are obsessed with reducing the time, contacts, and steps it takes to solve a customer’s problem or question, and believe that effective AI Support is the cornerstone to our success. In this role, you'll shape the way we communicate and support our customers through our AI Agents—both chat and voice —across multiple channels and partners. You will own all things related to AI Agent communication, training, and experimentation, including playbook creation for both text-based chat flows and voice conversational design. You'll collaborate directly with cutting-edge AI partners to create and optimize playbooks that ensure customers receive clear, helpful, and consistent support regardless of whether they're chatting or calling. This is a unique opportunity to blend communication strategy, AI playbook management, and data-driven insights to impact our North Star: customer satisfaction directly. ABOUT THE TEAM This role is part of the newly formalized, AI Agent Experience Team focused solely on the training, performance, and optimization of our AI Agents. We believe Super.com http://Super.com Customer Support is positioned to lead the industry curve in AI Agent support coverage and capab
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