CX AI Workflow Specialist

Quince

133d • $93,000 - $118,000

About The Position

As a CX AI Workflow Specialist, you will play a critical role in enhancing the effectiveness and consistency of Quince’s CX AI initiatives. You’ll lead quality assurance initiatives, design and maintain Agent Operating Procedures (AOPs), and partner with cross-functional teams to build and refine AI-enabled support workflows. This role sits at the intersection of CX, systems thinking, and AI tooling—and is ideal for someone who thrives in dynamic, fast-evolving environments.

Requirements

• 2–5 years in Customer Support, CX Ops, or a related AI/QA/process design role.
• Experience with quality frameworks.
• Strong written communication skills; experience drafting knowledge base or SOP content.
• Experience with large language model (LLM) fine-tuning or prompt design.
• Systems thinker with a bias for structure, process optimization, and tooling.

Nice To Haves

• Familiarity with tools like Sidekick in Gladly, Fin In Intercom, Decagon, etc.

Responsibilities

• AI Tools Configuration: Author and iterate AI Agent Operating Procedures to ensure alignment with product, policy, and customer expectations.
• Collaborate with CS leadership to map customer journeys and align AI responses accordingly.
• Monitor the performance of AI-powered tools and co-pilot features to identify improvement opportunities.
• Define quality standards, calibration procedures, and feedback loops.
• Implement scalable QA frameworks to evaluate CS AI agent performance.
• Fine-tune AI responses, in partnership with the Knowledge lead, to reflect brand tone and reduce hallucinations or mismatches.
• Work closely with engineering, product, and CX teams to prioritize improvements.
• Partner with the enablement team to create documentation and training materials for internal teams on using AI agents effectively.
• Monitor and report on performance KPIs, recommending improvements.

Benefits

• Equal Employment Opportunity (EEO) Statement
• Pay Range: $93,000—$118,000 USD

What This Job Offers

• Number of Employees: 251-500 employees