Automated Customer Experience / AI Quality Specialist

Super.com

7d • $55,000 - $81,000 • Remote

About The Position

Our mission is to make customer support easy, effective, and financially efficient. As AI support experiences continue to scale across chat and voice, maintaining high-quality customer interactions is critical to our success. In this role, you will own the quality evaluation, operational auditing, and performance monitoring of our AI Agents across chat and voice channels. You will review customer interactions at scale to identify customer experience risks, escalation failures, policy gaps, conversational breakdowns, and opportunities to improve AI behavior. You’ll work closely with Operations, Product, Engineering, and AI partners to ensure our AI Agents are resolving customer issues accurately, confidently, and consistently while protecting customer trust and driving CSAT improvements. This is a unique opportunity to help define how AI Quality Assurance operates within Customer Support and directly influence the future of AI-powered customer experiences at Super.com.

Requirements

• Degree in Business, Communications, Customer Experience, Data Analytics, or a related field.
• Experience in AI chat and voice platforms, Quality Assurance, Customer Support Operations or customer experience analysis.
• Strong written and verbal communication skills with the ability to evaluate conversational quality across both chat and voice interactions.
• Analytical mindset with experience interpreting CSAT, QA trends, operational metrics, or customer feedback data.
• Experience working with CRM systems, support platforms, or AI support tools in a customer-facing environment.

Nice To Haves

• Experience in AI Conversation design
• Experience working with AI chatbot or voice automation platforms such as Decagon, Ada, Intercom, PolyAI, or similar tools.
• Previous experience building and maintaining QA scorecards, conversation analytics, sentiment analysis, or operational auditing frameworks.
• Experience in travel, fintech, marketplace, or SaaS support environments.
• Strong project management and cross-functional collaboration skills.

Responsibilities

• Review and audit AI chat and voice interactions to evaluate customer experience, AI agent performance, policy adherence, escalation handling, and resolution quality.
• Identify trends impacting CSAT, containment, customer effort, and operational performance through interaction reviews and data analysis.
• Monitor AI failures including hallucinations, looping behavior, incorrect resolutions, and poor handoff experiences to human agents.
• Analyse AI interactions to identify key business and customer insights.
• Partner with conversation designers, product and operations teams to improve prompts, escalation logic, recovery flows, and conversational behavior.
• Build scalable automated reporting frameworks and quality monitoring tools and guardrails that measure AI performance, customer impact, and operational risk across channels.

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 SuperTravel 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.
• Investing in You: Access to wellness budgets, personal development funds, and team-level learning resources.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level