AI Agent Support Experience Manager

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Super.com

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eCommerce • Travel

Super. com is a platform offering significant savings on travel accommodations. By partnering directly with hotels and travel companies, Super. com is able to provide customers with up to 50% off their rates at over 500,000 hotels worldwide. It also offers users a means to manage trips through its app and a rewards system called Super Pay, which gives cashback and credits on bookings. Super. com aims to make travel more affordable and accessible, with a focus on providing exceptional customer service and easy booking processes.

201 - 500 employees

🛍️ eCommerce

💰 $25M Debt Financing on 2023-04

📋 Description

• Lead a team of content and quality specialists to deliver a best in class AI agent experience. • Strategize the evolution of agent capabilities to discerning workflows. • Leverage AI Agent performance data to continuously improve bot resolutions, containment rates, and customer experience across channels. • Develop strong partnerships with our AI Partners to ensure accountability and influence Partner roadmaps. • Partner with cross-functional teams to refine conversational design and manage complex playbook architectures.

🎯 Requirements

• Degree in Data Analytics, Communications, Marketing, Business, or a related field. • 5-8 years of relevant work experience in operations, consulting, or at a startup, including 3+ years in people leadership. • Experience developing and optimizing chatbot/voice AI playbooks (conversation flows, intents, response logic, and VUI design principles for voice interfaces). • Exceptional written communication skills, with a focus on clear customer-facing messaging. • Strong analytical skills with the ability to interpret performance data and turn them into actionable insights. • Proficiency in CRM software and data analytics tools (e.g., Excel, Looker, Google Analytics).

🏖️ Benefits

• Remote-First Flexibility: Work from anywhere in the world and choose the hours that suit you best. • Unlimited PTO, company-wide recharge days, and annual team offsites. • Weekly UberEats credits and travel discounts on Super.com. • Generous parental leave and a flexible return-to-work plan. • Competitive salary, equity options, and top-tier benefits starting on day one. • Access to wellness budgets, personal development funds, and team-level learning resources.