CX Knowledge Base & Conversational AI Manager

3 weeks ago
Full-time
Senior
Technical Writing and Documentation
Resident Home

Resident Home

Resident Home is a direct-to-consumer company that offers a wide range of home goods products, including mattresses, bed frames, bedroom furniture, and bedding items. With a focus on comfort and quality, Resident Home's brands like Nectar, DreamCloud, ...

Specialty Retail
251-1K
Founded 2017
$157M raised

Description

  • Own the end-to-end performance of customer-facing AI experiences, including customer intents, outcomes, success metrics, and conversation strategy.
  • Design, test, and improve conversational workflows, prompts, response logic, routing, escalation strategies, and system instructions.
  • Decide when AI should resolve issues independently and when human support should take over.
  • Monitor customer sentiment, conversation quality, and behavioral analytics to improve tone, clarity, empathy, and resolution quality.
  • Analyze AI performance using KPIs such as CSAT, One-Touch Resolution, Total Resolution Time, containment, escalation, retention, conversion, and AOV.
  • Build and maintain a continuous improvement framework using sentiment, QA findings, analytics, operational data, and experimentation.
  • Conduct recurring conversation reviews to identify friction points, underperforming workflows, trends, and knowledge gaps.
  • Partner with Product, Customer Support, Engineering, QA, Operations, CRM, Legal, and Brand teams to align AI experiences with business needs.
  • Own and maintain the enterprise knowledge base as the source of truth for AI and human support.
  • Establish knowledge management practices including taxonomy, metadata, governance, content lifecycle management, templates, and authoring standards.
  • Improve the knowledge base based on conversation insights, customer feedback, and operational changes.
  • Communicate performance trends, business impact, and recommendations through reporting and dashboards.

Requirements

  • 5+ years of experience in LLM prompting, conversation design, UX writing, linguistics, or related CX operations.
  • Deep understanding of conversation AI workflows and data integrations.
  • Strong writing and communication skills with exceptional attention to detail.
  • Experience analyzing customer conversations and identifying operational trends.
  • Strong problem-solving and cross-functional collaboration skills.
  • Experience with Intercom Fin or a similar conversational AI platform.
  • Experience with BI and analytics tools such as Looker, Tableau, or Sigma.
  • Familiarity with experimentation frameworks.
  • Experience managing enterprise knowledge bases, preferably in Notion.
  • Expertise in prompt engineering and LLM best practices.
  • Must reside in and be authorized to work in the United States for this remote role.

Benefits

  • Remote-first workplace.
  • Competitive salary of $90,000-$110,000.
  • Health, vision, and dental insurance.
  • HSA company contributions.
  • 401(k) with company match.
  • Take-what-you-need PTO.
  • Wellness benefits.
  • WFH office and cell phone/internet stipend.
  • Free mattress and Friends and Family discount.

Interested in this position?

Apply directly on the company website

Apply Now

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