AI Support Experience Specialist

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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

• Shape the way we communicate and support our customers through our AI Agents—both chat and voice —across multiple channels and partners. • Own all things related to AI Agent communication, training, and experimentation, including playbook creation for both text-based chat flows and voice conversational design. • Collaborate directly with cutting-edge AI partners to create and optimize playbooks that ensure customers receive clear, helpful, and consistent support regardless of whether they're chatting or calling. • Monitor and analyze Chatbot performance (CSAT, resolution rates, deflection), identifying opportunities to improve resolution and customer experience. • 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. • 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. • Time to Recharge: Enjoy unlimited PTO, company-wide recharge days, and annual team offsites. • Everyday Perks: Weekly UberEats credits and travel discounts on Super.com 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 starting on day one. • Investing in You: Access to wellness budgets, personal development funds, and team-level learning resources.