Super.com · 1 hour ago
AI Support Experience Specialist
United States
Full-time
Remote
Mid Level
CAD$74K/yr - CAD$94K/yrSuper.com is a company focused on maximizing lives through innovative technology solutions. The AI Support Experience Specialist will shape customer support communication through AI Agents, optimizing playbooks and ensuring effective customer interactions.
E-CommerceFinTechMobilePrice ComparisonPropTechTravel
Responsibilities
Design, build, and continuously optimize AI chatbot playbooks and conversational flows
Monitor and analyze Chatbot performance (CSAT, resolution rates, deflection), identifying opportunities to improve resolution and customer experience
Collaborate with cross-functional teams to refine conversational design and ensure a smooth customer journey
Build clear documentation and escalation paths for when AI self-service cannot fully resolve a customer issue
Analyze bot feedback and performance trends to identify key drivers of satisfaction and friction
Translate feedback into actionable recommendations for AI product, operations, and support
Qualification
Required
Degree in Data Analytics, Communications, Marketing, Business, or a related field
Experience developing and optimizing chatbot playbooks and conversational flows, with an understanding of voice AI conversation design, including VUI principles, prompt engineering, and multi-turn dialogue management
Exceptional written and verbal communication skills, with experience writing and refining scripts for customer-facing AI across both chat and voice channels, including attention to conversational pacing and natural language patterns
Strong analytical skills with the ability to interpret CSAT, NPS, and chatbot performance data and turn them into actionable insights
Proficiency in CRM software and data analytics tools (e.g., Excel, Looker, Google Analytics) to extract insights and track bot performance
Hands-on experience designing error recovery paths, escalation logic, and timeout handling for AI-driven customer interactions
Preferred
Hands-on experience in AI chatbot management (e.g., Ada, Poly, Decagon, Intercom, Drift) or customer automation platforms
Exposure to travel, fintech, or SaaS industries
Knowledge of communication frameworks (e.g., neurolinguistic programming, Fogg Behavior Model)
Strong project management skills with a proven ability to manage multiple priorities
Benefits
Remote-First Flexibility : Work from anywhere in the world and choose the hours that suit you best. We trust you to get great work done on your terms.
Time to Recharge : Enjoy unlimited PTO, company-wide recharge days, and annual team offsites.
Everyday Perks : Weekly UberEats credits and travel discounts on Super.com help you enjoy the little things.
Family-Friendly Benefits : We support growing families with generous parental leave and a flexible return-to-work plan.
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.
Company
Super.com
Super.com is a saving app that empowers users to spend less, save more, and build credit.
Founded in 2016
201-500 employees
H1B Sponsorship
Super.com has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
Funding
Current Stage
Growth StageTotal Funding
$200.2MKey Investors
Inovia Capital
2023-04-24Series C· $60M
2023-04-24Debt Financing· $25M
2021-03-04Series B· $79M
Leadership Team
Hussein Fazal
Co-Founder & CEO
Henry Shi
Co-Founder, Board Member & Hype Man
Recent News
Digital Journal
2025-10-10
Company data provided by crunchbase