Job Description
The role involves managing and optimizing Samsara's AI self-service platforms, including Chatbot and Voice AI, to enhance customer support efficiency, accuracy, and satisfaction through continuous improvement and cross-team collaboration.
Key Responsibilities
- Lead daily operations of Samsara's AI self-service platforms (Chatbot and Voice AI) to ensure reliability, speed, and performance.
- Track and analyze key metrics such as containment, deflection, accuracy, and CSAT to identify insights and drive improvements.
- Optimize AI systems by refining prompts, enhancing conversational design, improving customer flows, and expanding system integrations.
- Collaborate with SMEs, technical documentation teams, vendors, and internal AI groups to address content gaps and scale platform capabilities.
- Advance AI self-service strategy through innovation and alignment with business goals, customer needs, and industry trends.
Requirements
- 8 years in Support Operations, Knowledge Management, or AI Automation platform management
- Bachelor's degree in Business, Information Systems, or a related field
- Conversational design prompt engineering background
- Experience working directly with conversational AI technologies such as chatbots or voice AI
- Strong analytical and problem-solving skills with a data-driven mindset
- Proven success collaborating across technical and non-technical teams
- Skilled in project and vendor management
- Excellent communication and storytelling skills with a focus on customer experience
- Deep understanding of AI-driven self-service and automation, with hands-on experience optimizing chatbots, voice AI, or other conversational platforms
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Flexible working model including remote, hybrid, and in-office options
Ready to Apply?
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