Automated Customer Experience – AI Quality Specialist

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Super.com

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

☁️ SaaS

💰 $60M Series C - Super.com on 2023-04

SaaS

Super.com is a web-based application/website; the only available content is a runtime message stating that JavaScript must be enabled to run the app, so no details about its products, services, or target market are available from the provided text.

📋 Description

• Review and audit AI chat and voice interactions to evaluate customer experience, AI agent performance, policy adherence, escalation handling, and resolution quality. • Identify trends impacting CSAT, containment, customer effort, and operational performance through interaction reviews and data analysis. • Monitor AI failures including hallucinations, looping behavior, incorrect resolutions, and poor handoff experiences to human agents. • Analyse AI interactions to identify key business and customer insights. • Partner with conversation designers, product and operations teams to improve prompts, escalation logic, recovery flows, and conversational behavior. • Build scalable automated reporting frameworks and quality monitoring tools and guardrails that measure AI performance, customer impact, and operational risk across channels.

🎯 Requirements

• Degree in Business, Communications, Customer Experience, Data Analytics, or a related field. • Experience in AI chat and voice platforms, Quality Assurance, Customer Support Operations or customer experience analysis. • Strong written and verbal communication skills with the ability to evaluate conversational quality across both chat and voice interactions. • Analytical mindset with experience interpreting CSAT, QA trends, operational metrics, or customer feedback data. • Experience working with CRM systems, support platforms, or AI support tools in a customer-facing environment. • Bonus points for: • Experience in AI Conversation design • Experience working with AI chatbot or voice automation platforms such as Decagon, Ada, Intercom, PolyAI, or similar tools. • Previous experience building and maintaining QA scorecards, conversation analytics, sentiment analysis, or operational auditing frameworks. • Experience in travel, fintech, marketplace, or SaaS support environments. • Strong project management and cross-functional collaboration skills.

🏖️ 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 SuperTravel 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. • Investing in You: Access to wellness budgets, personal development funds, and team-level learning resources.