Customer Experience AI Specialist
Palmetto Clean TechnologyCharlotte, North Carolina
Full Time
Posted March 20, 2026
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Job Description
The Customer Experience AI Specialist is responsible for optimizing and enhancing Palmetto's AI-driven support channels across multiple digital platforms, improving AI performance, customer satisfaction, and operational efficiency through continuous testing, analysis, and collaboration.
Key Responsibilities
- Monitor and optimize AI resolution rates, containment, deflection, and customer satisfaction across digital channels.
- Test, refine, and improve AI prompts, workflows, decision trees, and automation logic.
- Identify gaps in AI knowledge and workflows and implement targeted improvements.
- Maintain high-quality training inputs by ensuring content accuracy and alignment with customer intent.
- Design and run A/B tests and experiments to enhance AI accuracy, resolution, and customer experience.
- Analyze support conversations and AI performance data to identify trends and improvement opportunities.
- Collaborate with cross-functional teams to provide requirements and feedback for AI features and support new channels.
Requirements
- 1-3 years of experience in customer experience, support operations, automation, or AI-enabled platforms.
- Familiarity with prompt writing, conversational UX, or AI training workflows.
- Hands-on experience or exposure to optimizing chatbots, AI agents, or automation workflows.
- Strong analytical skills with the ability to interpret conversation data and performance metrics.
- Experience working with knowledge bases, help centers, or structured content systems.
- Comfort experimenting, testing, and iterating based on results.
- Experience with platforms like Intercom, Zendesk, Salesforce, or similar CX tools.
- Experience supporting omnichannel environments including chat, email, SMS, and phone.
- Background in SaaS, energy, fintech, or high-volume customer support environments.
- Proven ability to monitor and improve AI resolution rates, containment, deflection, and customer satisfaction across digital channels.
- Ability to continuously test, refine, and optimize AI prompts, workflows, decision trees, and automation logic.
- Skill in identifying gaps in AI knowledge, training data, or workflows and implementing targeted improvements.
- Experience designing and running A/B tests and experiments to improve AI accuracy, resolution, and customer experience.
- Ability to analyze support conversations, AI handoffs, escalations, and feedback to uncover trends and improvement opportunities.
- Translate AI performance data into clear recommendations for CX, Product, and Operations teams.
- Work closely with cross-functional teams including Product, Engineering, Customer Experience, Concord, Services, and Sales, providing clear requirements and feedback.
- Support new channel launches (email, SMS, phone) by ensuring AI readiness and optimization.
- Employment is contingent upon the successful completion of a background check.
Benefits & Perks
unlimited PTO
medical, dental, and vision coverage
paid parental leave
retirement plans
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