Develop and optimize AI-assisted workflows such as chatbots, automated triage, response suggestions, and deflection flows
Build feedback loops that use QA data to identify issues, analyze root causes, and continuously improve AI workflows and member experience
Lead cross-functional AI and tooling initiatives with Member Experience and Customer Experience Technology teams, from discovery to rollout
Own initiatives that measurably reduce resolution times and improve member experience
Analyze member feedback to identify areas for improvement using our existing automation tool stack
Incorporate machine learning, AI, and automation into the support workflow
Work closely with Product and Engineering teams to translate frontline feedback and AI tooling performance data into clear product requirements and drive roadmap prioritization
Partner with Training team to ensure support teams are enabled on AI tooling through clear requirements, robust documentation, and structured feedback loops
Conduct regular performance reviews of AI tools, identifying trends, anomalies, and areas of underperformance, translating findings into actionable recommendations
Use data to build the business case for new tooling investments or workflow changes, communicating ROI clearly to cross-functional stakeholders
Partner with Data and Analytics teams to ensure MX metrics are accurately captured and accessible across the organization

8+ years in Customer Experience Technology or AI tooling, with demonstrated ownership of tools or systems at scale
Proficiency in Python, SQL, and REST APIs; comfortable building lightweight automations and integrations without needing dedicated engineering support
Hands-on experience building or managing AI-based support workflows — including prompt engineering, knowledge base management, and performance evaluation
Experience defining and tracking AI tooling KPIs such as containment rate, deflection, and CSAT, and using data to drive continuous improvement
Strong cross-functional collaborator who can translate technical concepts for non-technical stakeholders and business needs for Engineering teams
Familiarity with enterprise support platforms (e.g. Zendesk, Intercom, Salesforce Service Cloud) at an admin or configuration level
Experience using Jira or similar project management tools to track tooling projects
Strong customer service orientation

Competitive salary and equity packages
Health, dental, vision insurance, and mental health resources
An Oura Ring of your own plus employee discounts for friends & family
20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
Paid sick leave and parental leave

Support Engineering AI & Tooling Specialist

Key skills