Super.com

1 month ago

Senior Automated Customer Experience / AI Conversation Designer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Shape AI Agent support across chat and voice by owning communication design, training, and experimentation. Build and continuously optimize chatbot playbooks and conversational flows in the Decagon AI platform, monitor performance using CSAT/resolution/deflection, and translate feedback into actionable improvements. Partner with cross-functional teams to refine conversation design and create documentation, escalation paths, and recovery logic so customers receive clear, consistent support.

Location: Canada

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Design, build, and continuously optimize AI chatbot playbooks and conversational flows in the Decagon AI platform.
•Monitor and analyze chatbot performance metrics (CSAT, resolution rates, deflection) to improve customer experience.
•Collaborate with cross-functional teams to refine conversational design and ensure a smooth customer journey.
•Create documentation and escalation paths for cases where AI self-service can’t fully resolve customer issues.
•Analyze bot feedback and performance trends and translate findings into actionable recommendations for AI product, operations, and support.

Pay and Benefits

Salary: USD 72,000 - 113,000 annually

Perks:Remote WorkPaid LeaveParental LeaveEquityWellness StipendLearning Budget

Key Requirements

•Degree in Data Analytics, Communications, Marketing, Business, or a related field.
•Experience developing and optimizing chatbot playbooks and conversational flows, including voice AI conversation design (VUI principles, prompt engineering, multi-turn dialogue).
•Exceptional written and verbal communication skills, including writing and refining scripts for customer-facing AI across chat and voice.
•Strong analytical skills to interpret CSAT, NPS, and chatbot performance data and turn them into actionable insights.
•Proficiency with CRM software and data analytics tools (e.g., Excel, Looker, Google Analytics) to extract insights and track bot performance.

Education:High School in Data Analytics, Communications, Marketing, Business

Skills:CommunicationAnalytical skillsCross-functional collaborationDocumentationProject management

Tech Stack:Decagon AI platformDecagonExcelLookerGoogle AnalyticsCRMIntercomDriftAdaPoly

Company Brief

Super.com

Super (formerly Snapcommerce) is a consumer fintech platform that helps users save on online purchases, find deals, and access financial tools through AI-driven price discovery, cashback, and payment solutions across e-commerce and travel verticals.

Industry: Payments

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: Toronto, Canada

Founded: 2016

Website LinkedIn

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Super.com

1 month ago

Senior Automated Customer Experience / AI Conversation Designer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Location: Canada

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Design, build, and continuously optimize AI chatbot playbooks and conversational flows in the Decagon AI platform.
•Monitor and analyze chatbot performance metrics (CSAT, resolution rates, deflection) to improve customer experience.
•Collaborate with cross-functional teams to refine conversational design and ensure a smooth customer journey.
•Create documentation and escalation paths for cases where AI self-service can’t fully resolve customer issues.
•Analyze bot feedback and performance trends and translate findings into actionable recommendations for AI product, operations, and support.

Pay and Benefits

Salary: USD 72,000 - 113,000 annually

Perks:Remote WorkPaid LeaveParental LeaveEquityWellness StipendLearning Budget

Key Requirements

•Degree in Data Analytics, Communications, Marketing, Business, or a related field.
•Experience developing and optimizing chatbot playbooks and conversational flows, including voice AI conversation design (VUI principles, prompt engineering, multi-turn dialogue).
•Exceptional written and verbal communication skills, including writing and refining scripts for customer-facing AI across chat and voice.
•Strong analytical skills to interpret CSAT, NPS, and chatbot performance data and turn them into actionable insights.
•Proficiency with CRM software and data analytics tools (e.g., Excel, Looker, Google Analytics) to extract insights and track bot performance.

Education:High School in Data Analytics, Communications, Marketing, Business

Skills:CommunicationAnalytical skillsCross-functional collaborationDocumentationProject management

Tech Stack:Decagon AI platformDecagonExcelLookerGoogle AnalyticsCRMIntercomDriftAdaPoly

Company Brief

Super.com

Industry: Payments

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: Toronto, Canada

Founded: 2016

Website LinkedIn