Director, Customer Support Automation

Summary

Join Underdog, the fastest-growing sports gaming company, as we revolutionize customer engagement with AI-driven solutions. Lead the development and execution of our strategic vision for AI-driven customer engagement, spearheading the design and integration of chatbot technologies. Develop and execute a comprehensive roadmap for chatbot initiatives, leveraging AI, NLP, and ML to optimize customer interactions. Collaborate with cross-functional teams and report to senior leadership on progress. This role requires a Bachelor's degree in a related field and 5+ years of experience managing chatbot platforms and AI technologies. We offer 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 a related field is required
• 5+ years of experience in managing chatbot platforms, AI technologies, or digital customer experience initiatives, including significant leadership roles
• Proven track record in optimizing customer service processes and implementing large-scale AI solutions
• Strong understanding of natural language processing, machine learning, and data analytics
• Demonstrated ability to lead cross-functional teams and drive strategic initiatives in a fast-paced, dynamic environment
• Proven experience working with senior leadership and multiple stakeholders to align technology initiatives with business strategies

Responsibilities

• Lead the development and execution of the strategic vision for AI-driven customer engagement solutions
• Spearhead the design, enhancement, and integration of chatbot technologies to transform customer service operations
• Develop and execute a comprehensive roadmap for chatbot initiatives, incorporating AI, NLP, and ML to optimize customer interactions
• Identify emerging trends in AI and chatbot technologies, translating insights into actionable strategies for competitive advantage
• Collaborate with cross-functional teams (engineering, product, customer service) to integrate chatbot solutions into existing systems
• Monitor key performance indicators (KPIs) and use data-driven insights to continuously improve chatbot effectiveness
• Report to senior leadership on progress, challenges, and opportunities in customer engagement automation

Preferred Qualifications

• An advanced degree (MBA, MS in AI/ML, etc.) is preferred
• Deep familiarity with chatbot platforms, particularly Intercom, and advanced knowledge of AI-driven customer support technologies

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