Customer Support Automation Specialist

🕒 April 27

🇺🇸 United States – Remote

💵 $80k - $85k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Billtrust

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2001

💳 Fintech

🤝 B2B

💰 $200M Post-IPO Equity on 2021-01

Fintech • B2B • Software

Billtrust is a leading provider of accounts receivable automation solutions that leverages artificial intelligence to streamline and enhance the financial management process for businesses. The unified AR platform from Billtrust integrates invoicing, payment processing, cash application, and collections, enabling companies to optimize their order-to-cash cycle and improve cash flow management. With a focus on automation and efficiency, Billtrust's solutions are designed to reduce manual tasks, accelerate payments, and enhance customer satisfaction across various industries.

📋 Description

• Own chatbot performance outcomes by continuously monitoring KPIs and implementing workflow improvements that drive quantified gains in case deflection and customer satisfaction. • Review chatbot conversations in Forethought AI to design and implement new workflows, including those integrated with MCP agents, that significantly improve chatbot self-service rates. • Leverage AI, including automation gap dashboards and self-built analysis automations, to systematically prioritize workflows with the highest potential impact. • Collaborate with cross-functional subject matter experts to confirm technical details and ensure accuracy in workflows. • Review customer feedback and AI insights to identify and act on opportunities to reduce friction in the chatbot experience. • Edit technical, topic-based knowledge articles that enable self-service. • Optimize self-help content based on customer feedback and AI-driven recommendations. • Evangelize and maintain voice and style consistency across all customer-facing content. • Promote a culture of knowledge sharing and continuous learning within the organization. • Report on chatbot performance metrics, highlighting impact and opportunities for improvement.

🎯 Requirements

• 2 years managing AI chatbot performance in a SaaS environment. • Proven success with Forethought AI or comparable conversational AI tools (Intercom Fin, Ada, etc.) • A track record of quantified improvements driven through AI optimization — you can name specific metrics you moved and how. • Excellent writing and communication skills. • Strong project management and problem-solving abilities. • Ability to communicate complex information clearly and effectively. • Demonstrated ability to work independently and collaboratively across teams. • Attention to detail and a high degree of accuracy.

🏖️ Benefits

• comprehensive health coverage • competitive retirement • generous PTO and parental leave • flexible work options • meaningful investment in your professional development