Customer Support Automation Specialist

Billtrust US Careers

1d•Hybrid

About The Position

The Customer Support Automation Specialist is responsible for delivering measurable improvements in self-service and case deflection rates by optimizing our AI chatbot. Success in this role is critical to achieving our customer experience goals and reducing friction for customers. This position focuses on analyzing AI-powered insights and chatbot interactions to design workflows that increase resolution rates, while partnering with the Knowledge Content Specialist to ensure Help Center content supports these outcomes.

Requirements

2 years managing AI chatbot performance in a SaaS environment.
Proven success with Forethought AI or comparable conversational AI tools (Intercom Fin, Ada, etc.)
A track record of quantified improvements driven through AI optimization — you can name specific metrics you moved and how.
Excellent writing and communication skills.
Strong project management and problem-solving abilities.
Ability to communicate complex information clearly and effectively.
Demonstrated ability to work independently and collaboratively across teams.
Attention to detail and a high degree of accuracy.

Responsibilities

Own chatbot performance outcomes by continuously monitoring KPIs and implementing workflow improvements that drive quantified gains in case deflection and customer satisfaction.
Review chatbot conversations in Forethought AI to design and implement new workflows, including those integrated with MCP agents, that significantly improve chatbot self-service rates.
Leverage AI, including automation gap dashboards and self-built analysis automations, to systematically prioritize workflows with the highest potential impact.
Collaborate with cross-functional subject matter experts to confirm technical details and ensure accuracy in workflows.
Review customer feedback and AI insights to identify and act on opportunities to reduce friction in the chatbot experience.
Edit technical, topic-based knowledge articles that enable self-service.
Optimize self-help content based on customer feedback and AI-driven recommendations.
Evangelize and maintain voice and style consistency across all customer-facing content.
Promote a culture of knowledge sharing and continuous learning within the organization.
Report on chatbot performance metrics, highlighting impact and opportunities for improvement.