Customer Support Automation Specialist in United States at Jobgether
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Job Description
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Support Automation Specialist in United States.
This role sits at the intersection of customer experience, AI automation, and content optimization, focused on improving how customers resolve issues through intelligent self-service tools. You will play a key part in enhancing chatbot performance and reducing customer friction by analyzing AI-driven insights and refining automated workflows. Working closely with cross-functional teams, you will help design and optimize conversational experiences that increase case deflection and improve satisfaction. The environment is highly data-driven and innovation-focused, with a strong emphasis on AI-powered tools and continuous experimentation. This position is ideal for someone who enjoys combining analytical thinking, content strategy, and automation to directly improve customer outcomes at scale.
- Own and continuously improve chatbot performance by monitoring KPIs, identifying gaps, and implementing workflow enhancements that increase case deflection and customer satisfaction
- Analyze AI chatbot interactions to design, test, and optimize conversational workflows, including integrations with AI agents and automation tools
- Leverage AI insights, dashboards, and performance data to prioritize improvements with the highest impact on self-service success
- Collaborate with subject matter experts to ensure accuracy, clarity, and technical correctness in chatbot responses and workflows
- Review customer feedback and interaction data to identify friction points and translate them into actionable automation improvements
- Edit and optimize knowledge base and self-service content to support AI-driven resolution and ensure consistent voice and usability
- Report on chatbot performance metrics, highlighting trends, improvements, and opportunities for further optimization
- Around 2+ years of experience in AI chatbot management, customer support automation, or SaaS-based customer experience roles
- Hands-on experience with conversational AI platforms such as Forethought AI, Intercom Fin, Ada, or similar tools
- Proven ability to improve measurable KPIs such as case deflection, resolution rates, or customer satisfaction through automation initiatives
- Strong writing, editing, and communication skills with the ability to simplify complex technical concepts
- Analytical mindset with experience interpreting data, identifying trends, and driving process improvements
- Strong organizational and project management skills with the ability to manage multiple priorities independently
- Detail-oriented, collaborative, and comfortable working across technical and non-technical teams
- Competitive base salary in the range of $80,000–$85,000 USD annually
- Comprehensive health, dental, and vision insurance coverage
- Retirement savings plan with company support
- Flexible work arrangements and remote-friendly environment
- Generous paid time off and parental leave policies
- Professional development opportunities in AI, automation, and customer experience tools
- Inclusive workplace culture focused on learning, collaboration, and innovation.