Customer Support Automation Specialist

Summary

Join Underdog, the fastest-growing sports gaming company, as a Chatbot Optimization Specialist! You will be responsible for enhancing customer experience through chatbot solutions built on Intercom. This data-driven role requires optimizing chatbot flows, leveraging AI technologies, and collaborating with cross-functional teams. You'll analyze performance metrics and adapt chatbot content to meet evolving needs. A Bachelor's degree in a related field and 3+ years of experience managing chatbot platforms, particularly Intercom, are required. The position offers a competitive salary, equity, unlimited PTO, parental leave, a home office allowance, and comprehensive benefits.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
• 3+ years of experience managing and optimizing chatbot platforms, particularly Intercom
• Strong knowledge of AI-driven chatbot technology, including natural language processing (NLP) and machine learning (ML)
• Excellent understanding of customer service processes and automation
• Ability to analyze chatbot performance metrics and implement improvements

Responsibilities

• Optimize and innovate the customer experience through the design and development of chatbot flows using Intercom, enhancing user satisfaction and operational efficiency
• Leverage cutting-edge AI technologies to continuously improve chatbot performance, enabling smarter, more personalized customer interactions
• Collaborate across teams with engineers, customer service, and product teams to integrate AI-driven solutions and ensure seamless support experiences
• Analyze chatbot performance metrics, customer feedback, and conversation data to fine-tune and optimize chatbot functionality
• Regularly update and adapt chatbot content to reflect evolving products, services, and customer needs

Preferred Qualifications

• Experience with other chatbot platforms (e.g., Drift, Zendesk, LivePerson) or familiarity with a range of AI-driven customer service tools
• Coding or scripting skills to customize chatbot behaviors or integrate them with backend systems for more advanced functionality
• Background in UX/UI design to ensure the chatbot interface is optimized for user-friendliness and accessibility
• Experience in customer service or support roles, with an understanding of live agent workflows and escalation management to optimize bot-human handoffs

Benefits

• Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)
• 16 weeks of fully paid parental leave
• A $500 home office allowance
• A connected virtual first culture with a highly engaged distributed workforce
• 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents