What are the responsibilities and job description for the Customer Support Automation Specialist position at Underdog Sports?
About the role and why it’s unique:
- Responsible for optimizing and enhancing the customer experience through chatbot solutions.
- Optimize and innovate the customer experience through the design and development of chatbot flows using Intercom, enhancing user satisfaction and operational efficiency.
- Leverage cutting-edge AI technologies to continuously improve chatbot performance, enabling smarter, more personalized customer interactions.
- Collaborate across teams with engineers, customer service, and product teams to integrate AI-driven solutions and ensure seamless support experiences.
- Data-driven role with a focus on analyzing performance metrics, customer feedback, and conversation data to fine-tune and optimize chatbot functionality.
- Dynamic, fast-paced environment where you'll regularly update and adapt chatbot content to reflect evolving products, services, and customer needs.
Who you are:
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
- 3 years of experience managing and optimizing chatbot platforms, particularly Intercom.
- Strong knowledge of AI-driven chatbot technology, including natural language processing (NLP) and machine learning (ML).
- Excellent understanding of customer service processes and automation.
- Ability to analyze chatbot performance metrics and implement improvements.
Even better if you have:
- Experience with other chatbot platforms (e.g., Drift, Zendesk, LivePerson) or familiarity with a range of AI-driven customer service tools.
- Coding or scripting skills to customize chatbot behaviors or integrate them with backend systems for more advanced functionality.
- Background in UX/UI design to ensure the chatbot interface is optimized for user-friendliness and accessibility.
- Experience in customer service or support roles, with an understanding of live agent workflows and escalation management to optimize bot-human handoffs.
Our target starting base salary range for this position is between $77,000 and $81,000, plus target equity. The starting base salary will depend on a number of factors including the candidate’s skills and experience, among other things.
What we can offer you:
- Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)
- 16 weeks of fully paid parental leave
- A $500 home office allowance
- A connected virtual first culture with a highly engaged distributed workforce
- 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents
#LI-REMOTE
Salary : $77,000 - $81,000
