What you’ll do

• Daily monitoring and analysis of key performance indicators to identify and communicate trends and areas of improvement.
• Chatbot maintenance activities including conversation analysis for quality assurance purposes, training custom intents to improve accuracy, crafting new workflows to address unanswered topics, and updating workflows to reflect platform releases. 
• Work closely with the AI Conversation Specialist to design and test API-integrated workflows that deliver personalized support experiences.
• Collect and action feedback collected from our Voice of the Customer program and other teams across the organization to ensure chatbot accuracy and customer satisfaction.
• Create and maintain a library of reference guidelines, standards, and workflows.

What you bring to the table

• Excellent written and verbal communication skills, and a keen eye for detail.
• 1+ years of relevant work experience.
• Experience working with APIs to create personalized conversations.
• Experience managing chatbots and reporting on their performance.
• A proven track record of collaborating effectively with cross-functional teams.
• An enthusiasm for support automation and the opportunity it brings to help people get better.

Bonus if you have

• Familiarity with Generative AI technologies in a customer support environment.
• Experience with Ada’s chatbot platform or similar technology.
• Experience building and managing IVRs.

The perks

• Competitive Compensation
• Flexible Paid Time Off program
• Fullscript’s RRSP match program
• Stock Options
• Customizable benefits package (medical, dental, vision) with HSA
• Discount on Fullscript catalog of products for family & friends