Business Relationship Support Specialist at Wells Fargo managing a complex portfolio of customers and improving processes. Collaborating with internal teams to resolve customer issues and ensure compliance.
About the role
- AI Customer Experience Manager responsible for managing conversational AI bots in customer support. PlayOn creates innovative solutions for high school event management.
Responsibilities
- Manage and Optimize Conversational AI Bots
- Build, manage, and refine AI-driven support chatbots across multiple channels (chat, voice, email, SMS) to deliver accurate, efficient customer support
- Enhance Customer Satisfaction and Experience
- Continuously monitor and analyze conversation flows and user feedback to identify pain points, implement improvements, and ensure a smooth customer journey
- Stay Current and Drive Innovation
- Keep up with industry trends in conversational AI and customer experience, applying best practices to drive deeper adoption of AI within Playon
- Measure and Report on Performance
- Track key performance indicators (KPIs) for customer experience, using data to inform decisions, identify opportunities, and demonstrate the value of AI-driven support
Requirements
- 2+ years' experience in conversational design and natural language processing to create customer facing AI channels (chatbot, voicebot). Experience with generative AI models a plus.
- 2+ years' experience with either Zendesk or Salesforce.
- Strong customer experience background, preferably in a QA, Training, or Leadership role
- Excellent communication and storytelling skills, with the ability to speak “tech” with product/engineering developers.
- Experience in project management, as it relates to building APIs and helpbots through 3rd parties.
- Experience with data analytics and ability to create reporting tools to extract insights and make data-informed decisions.
- Bachelor's degree strongly preferred.
Benefits
- Multiple medical insurance plans to choose from
- Dental, vision life and disability insurance
- Employee Emergency Fund
- Company equity (stock options)
- Open PTO policy
- 401K plan with company match
- Hybrid/flexible work environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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