Senior AI Conversation Designer

🕒 June 9

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Super.com

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

✈️ Travel

💳 Fintech

📣 Marketing

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

Travel • Fintech • Marketing

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

• Design, build, and continuously optimize AI chatbot playbooks and conversational flows in our Decagon AI platform • 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.

🎯 Requirements

• 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. Experience with the Decagon Platform preferred. • 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.

🏖️ 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.