Automated Customer Experience / AI Company Confidential Specialist About Company Confidential We started Company Confidential to help maximize lives–both the lives of our customers and the lives of Company Confidential – so that everyone can experience Company Confidential that life has to offer. For our employees, our Company Confidential is that Company Confidential is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and Company Confidential is realized. We are more than a fast-Company Confidential, high-Company Confidential tech company; we care about our people and take career progression seriously. This is your career, and our aim is to Company Confidential it through the people, the work, and the programs that fuel who we are. About the role Our mission is to Company Confidential customer support easy, effective, and financially efficient. As AI support experiences continue to Company Confidential across chat and voice, maintaining high-Company Confidential customer interactions is critical to our Company Confidential. In this role, you will own the Company Confidential evaluation, operational auditing, and Company Confidential monitoring of our AI Agents across chat and voice channels. You will review customer interactions at Company Confidential to identify customer experience risks, escalation failures, policy gaps, conversational breakdowns, and opportunities to improve AI behavior. You’ll work closely with Company Confidential, 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 Company Confidential Assurance operates Company Confidential Customer Support and directly influence the Company Confidential of AI-powered customer experiences at Company Confidential. About Company Confidential This role is part of the newly formalized Automated Customer Experience (ACX) Team Company Confidential solely on the design, Company Confidential, Company Confidential, and optimization of our AI Agents. We Company Confidential Company Confidential Customer Support is positioned to Company Confidential the industry curve in AI Agent support coverage and capabilities. This team works closely across multiple Company Confidential sub-functions — including Business Company Confidential, Technical Account Management, Engineering, QA, and Customer Experience teams. What you’ll be working on Review and audit AI chat and voice interactions to evaluate customer experience, AI agent Company Confidential, policy adherence, escalation handling, and Company Confidential Company Confidential. Identify trends impacting CSAT, containment, customer effort, and operational Company Confidential through interaction reviews and data analysis. Monitor AI failures including hallucinations, looping behavior, incorrect resolutions, and poor Company Confidential experiences to Company Confidential agents. Analyse AI interactions to identify key business and customer insights. Partner with conversation designers, product and Company Confidential teams to improve prompts, escalation logic, recovery flows, and conversational behavior. Build Company Confidential automated reporting frameworks and Company Confidential monitoring tools and guardrails that measure AI Company Confidential, customer Company Confidential, and operational Company Confidential across channels. Company Confidential’re looking for Degree in Business, Communications, Customer Experience, Data Analytics, or a Company Confidential Company Confidential. Experience in AI chat and voice platforms, Company Confidential Assurance, Customer Support Company Confidential or customer experience analysis. Strong written and verbal communication skills with the ability to evaluate conversational Company Confidential across both chat and voice interactions. Analytical Company Confidential with experience interpreting CSAT, QA trends, operational metrics, or customer feedback data. Experience working with CRM systems, support platforms, or AI support tools in a customer-facing environment. Bonus points for Experience in AI Conversation design Experience working with AI chatbot or voice automation platforms such as Company Confidential, Company Confidential, Company Confidential, Company Confidential, or similar tools. Previous experience building and maintaining QA scorecards, conversation analytics, sentiment analysis, or operational auditing frameworks. Experience in travel, fintech, marketplace, or Company Confidential support environments. Strong project management and cross-functional collaboration skills. We’ve got you covered At Company Confidential, we Company Confidential in supporting Company Confidential so they can Company Confidential—both at work and in life. Remote-First Flexibility Work from Company Confidential in the world and choose the hours that suit you best. We trust you to get great work done on your terms. Time to Company Confidential Enjoy unlimited PTO, company-wide Company Confidential days, and annual team offsites. Everyday Perks Weekly UberEats credits and travel discounts on SuperTravel help you enjoy the little things. Family-Friendly Benefits We support growing families with generous parental leave and a flexible Company Confidential-to-work plan. Comprehensive Compensation Competitive salary, equity Company Confidential, and top-tier benefits. Company Confidential in You Company Confidential to wellness budgets, personal development funds, and team-level Company Confidential. At Company Confidential, we are proud to Company Confidential cutting-edge Company Confidential intelligence (AI) technology to Company Confidential our hiring Company Confidential smarter, faster, and more inclusive. By integrating AI tools into our recruitment, we enhance our ability to identify Company Confidential Company Confidential while promoting fairness and consistency for every applicant. Company Confidential is an equal opportunity employer. We do not discriminate on the Company Confidential of race, religion, Company Confidential, national Company Confidential, gender, sexual orientation, age, marital status, veteran status, or disability status. Accommodations are available on request for candidates taking part in Company Confidential aspects of the selection Company Confidential. If needed, please notify your Company Confidential Partner. Apply To This Job