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Automations & AI Specialist, Product Support - Remote Eligible
Lead the implementation of a comprehensive AI strategy to enhance customer support operations.
San Francisco Bay AreaNew YorkRemote
Senior
$109,000 - 210,000 USD / year
3 months ago
✨ About The Role
- Drive and implement a comprehensive AI strategy aligned with Product Support objectives
- Own Figma’s Product Support AI chatbot experience, developing workflows, designing new intents, and continuously optimizing chatbot performance
- Partner with Business Systems Analyst to identify and implement improvements in Zendesk Support instance
- Analyze chatbot interaction data and user feedback to identify patterns, trends, and areas for improvement
- Lead cross-functional initiatives, collaborate with business and technical stakeholders, and define business requirements for cross-functional partners
âš¡ Requirements
- Direct experience managing conversational chatbots in a Customer Support environment, specifically creating workflows, designing conversational flows, and improving performance key metrics
- Proven track record as Zendesk administrator, including managing, designing, configuring, testing, and deploying systems improvements for Support teams
- Ability to analyze and interpret complex data for informed decision-making and influencing technical and non-technical teams
- Proficiency in implementing AI capabilities within customer-facing teams to improve the customer experience
- Experience managing projects, creating project plans, documentation, and training materials on chatbots, AI tools, and Zendesk configuration
Automations & AI Specialist, Product Support - Remote Eligible
San Francisco Bay AreaNew YorkRemote
$109,000 - 210,000 USD / year
Support
Job is no longer active
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