2 months ago
AI Agent Support Experience Manager
Full-time
Mid Level
AI Agent Support Experience Manager
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Description
- We started 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 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.
- Our mission is to make customer support easy and financially efficient. We are obsessed with reducing the time, contacts, 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 lead the team focused on shaping the way we communicate and support our customers through our AI Agents —both chat and voice— reporting directly to the Director of Operations. You will own all things related to AI Agent experience and quality across multiple platforms. You’ll collaborate internally across Operations and directly with cutting edge AI partners to ensure our customers receive clear, helpful, and consistent support.
- You will be directly accountable for CSAT performance driven by AI interactions, translating playbook optimizations, conversation design improvements, and system enhancements into measurable increases in customer satisfaction scores.
- This is a unique opportunity to blend communication strategy, multi-channel AI playbook management (including VUI design for voice interactions), and data-driven insights to impact our North Star: customer satisfaction directly. You'll be responsible for orchestrating seamless experiences across chat and voice interfaces, managing complex playbook architectures, and ensuring consistent quality as we scale AI-first support.
- 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 Customer Support is positioned to lead the industry curve in AI Agent support coverage and capabilities. Through experimentation and listening to our customers' experiences, we advocate for continuous AI experience evolution and shape our partners’ roadmaps.
- This team works closely across multiple Operations sub-functions - including Business Operations, Technical Account Management, and Engineering.
- What you’ll be working on:
- Lead a team of content and quality specialists to deliver a best in class AI agent experience.
- Strategize the evolution of agent capabilities to discerning workflows.
- Leverage AI Agent performance data to continuously improve bot resolutions, containment rates, and customer experience across chat and voice channels, including platform-specific metrics for each interface.
- Develop strong partnerships with our AI Partners to ensure accountability and influence Partner roadmaps.
- Partner with cross-functional teams to refine conversational design—including VUI principles for voice—manage complex playbook architectures, and ensure seamless handoffs between AI systems and human agents to create a smooth customer journey.
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Requirements
- Degree in Data Analytics, Communications, Marketing, Business, or a related field.
- 5-8 years of relevant work experience in operations, consulting, or at a startup, including 3+ years in people leadership.
- Experience developing and optimizing chatbot/voice AI playbooks (conversation flows, intents, response logic, and VUI design principles for voice interfaces), with proven ability to manage multi-channel AI deployments.
- Exceptional written communication skills, with a focus on clear customer-facing messaging.
- Strong analytical skills with the ability to interpret performance data and turn them into actionable insights.
- Proficiency in CRM software and data analytics tools (e.g., Excel, Looker, Google Analytics).
- Demonstrated ability to orchestrate customer experiences across multiple AI systems, including handoff protocols, escalation design, and maintaining consistency across platforms.
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Benefits
- Remote-First Flexibility: Work from anywhere in the world and choose the hours that suit you best.
- Time to Recharge: Enjoy unlimited PTO, company-wide recharge days, and annual team offsites.
- Everyday Perks: Weekly UberEats credits and travel discounts.
- Family-Friendly Benefits: Generous parental leave and flexible return-to-work plans.
- Comprehensive Compensation: Competitive salary, equity options, and top-tier benefits starting on day one.
- Investing in You: Access to wellness budgets, personal development funds, and team-level learning resources.