AI Knowledge & Experience Manager – Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the ongoing performance and continual enhancement of Ashley Digital's AI customer experience.

• Develop conversation strategies, define customer intents and desired outcomes, and establish key performance indicators across AI workflows.

• Create, test, and refine conversational experiences through prompts, response logic, routing, escalation strategies, and system instructions.

• Balance automation with customer experience by assessing when AI should independently address needs and when human intervention is necessary.

• Track customer sentiment, conversation quality, and behavioral analytics to enhance tone, clarity, empathy, resolution quality, and overall customer experience.

• Evaluate AI performance utilizing metrics such as CSAT, One-Touch Resolution, Total Resolution Time, containment, escalation, retention, conversion, and AOV.

• Develop and uphold a continuous improvement framework leveraging sentiment analysis, QA findings, conversation analytics, operational data, and experimentation.

• Conduct regular conversation reviews to pinpoint friction points, underperforming workflows, customer trends, and knowledge gaps.

• Collaborate with Customer Support, Product, Engineering, QA, Operations, CRM, Legal, and Brand teams.

• Manage and sustain the enterprise knowledge base as the definitive source for AI and human support.

• Implement scalable knowledge management practices that include taxonomy, metadata, governance, content lifecycle management, templates, and authoring standards.

• Enhance the knowledge base utilizing conversation insights, customer feedback, and operational adjustments.

• Convey performance trends, business impacts, and recommendations through reporting, dashboards, and data-driven insights.

⛳️ Requirements

• Over 5 years of experience in Customer Experience (CX), Customer Support Operations, CX Knowledge Management, or a related field.

• More than 2 years of experience in LLM prompting, Conversation Design, UX Writing, Linguistics, or similar CX operations.

• Practical experience in designing, managing, optimizing, or enhancing AI-driven customer support experiences.

• Strong grasp of conversational AI, LLMs, prompt engineering, conversation flows, customer intents, routing, escalation logic, and system instructions.

• Experience in analyzing customer conversations and behavioral data to uncover friction points, knowledge gaps, automation opportunities, and areas for resolution improvement.

• Proven ability to harmonize AI automation with human-assisted support.

• Exceptional problem-solving and cross-functional collaboration capabilities.

• Familiarity with Intercom Fin or comparable conversational AI platforms.

• Experience with BI and analytics platforms such as Looker, Tableau, Sigma, or other similar reporting tools.

• Knowledge of experimentation frameworks.

• Experience in managing enterprise knowledge bases, preferably within Notion.

• Proficiency in prompt engineering and best practices for Large Language Models (LLM).

• Must live in and be authorized to work in the United States.

🏝️ Benefits

• Health, Vision & Dental Insurance.

• 401K.

• Generous Paid Time Off in addition to company holidays.

• Wellness benefits.

• Generous Communications Allowance.

• Fantastic product discounts and company swag.

• Competitive Salary.