What are the responsibilities and job description for the AI Content Writer, Customer Support Job at Engrain in Englewood position at Engrain?
Engrain has transformed the way people find, lease, and manage properties. Engrain provides a holistic suite of mapping solutions built specifically for the real estate industry to provide stunning unit-level map visualizations that integrate with countless websites and property tech applications. Our revolutionary, unit-level map data and interactive visuals within our SightMap, TouchTour and Asset Intelligence product lines allow both property owners and prospective renters to better ensure occupancy and drive revenue.
As an AI Content Writer, Customer Support , you will have the opportunity to be a part of Engrain's growth and dynamic environment. You will be responsible for crafting and refining a robust knowledge base of customer support content, designed to empower our internal teams and ultimately train our AI language model to communicate directly with customers. You will play a pivotal role in shaping the future of our customer service motion and your work will directly impact the accuracy, quality and efficiency of our customer interactions.
What you'll do...
- Create, edit, and optimize customer support content (FAQs, knowledge base articles, chatbot scripts, and templated responses).
- Regularly audit existing support content for accuracy, relevance, and performance, updating or retiring content as necessary.
- Analyze content performance metrics (e.g., resolution rates, user satisfaction) and leverage feedback to enhance support content effectiveness.
- Engage and collaborate with customer-facing teams and stakeholders to address content gaps and promote continuous improvement of the documentation experience.
- Curate and prepare a high-quality dataset of customer inquiries and their corresponding templated responses.
- Train and refine natural language models using templated responses to customer inquiries.
- Work closely with the customer support team to understand their needs and challenges, gathering feedback to improve the effectiveness of the templates and AI model.
- Maintain internal documentation on workflows, templates, decision trees, and best practices for content optimization.
Requirements
What you offer us...
What we offer you...
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.
Salary : $65,000 - $75,000
