[Remote] AI Conversation Designer, Customer Support

Note: The job is a remote job and is open to candidates in USA. Solinius is a collaborative AI workspace company that aims to enhance teamwork and productivity. They are seeking an AI Conversation Designer for Customer Support to create a seamless AI customer support journey, focusing on designing chatbot flows and maintaining knowledge systems for automated support. The role requires ownership of the execution and quality of chatbot interactions, partnering with technical teams, and continuously improving the customer support experience through data-driven insights.ResponsibilitiesOwn the day-to-day execution and quality of chatbot intents and knowledge (build, QA, iterate)Own intent architecture end-to-end: taxonomy design, hierarchical intents, coverage mapping, and gap analysisOperate a rolling QA program (intent performance review, regression checks, gap analysis) and drive refinementsKeep chatbot information and knowledge up to date to ensure accurate, consistent customer supportSupport launches by implementing and quality testing new intents and knowledge within the chatbotPartner with technical teams to configure and validate tooling & integrations (as applicable): ticketing/CRM handoff, account context, and structured data lookupsDrive release rigor for AI support experiences, including production releases: versioning, staged rollouts, regression testing, and change logsUse analytics, A/B testing, and generative AI recommendations to identify gaps in Notion’s automated support experience; translate findings into measurable improvementsContribute to conversation design guidelines and best practices in partnership with the AI Chatbot Lead and Subject Matter Experts (SMEs)Design conversation logic and dialog that fits Notion’s brand guidelines and can scale across multiple domains, channels, and languagesPartner with User Ops and CX leaders to drive visibility and measure successSkills3+ years of conversation design experience with in-depth knowledge of conversation design, UX copy, or linguistic content verificationDemonstrated experience designing and improving chatbot experiences; using data to show the impact/ROI of those designsStrong operational rigor: you can run QA programs, maintain knowledge freshness, and manage a backlog of improvementsStrong cross-functional execution skills: you can partner with SMEs and product/CX teams to ship against launch timelinesYou have a metrics mindset: you believe success is a measured outcome, and will dive deep into data to inform design and prioritization decisionsYou have a proven ability to deal with ambiguity in a rapidly changing business environmentYou have experience with Decagon, Ada, Sierra, or using generative AI for support automation with another chatbotExperience at a high-growth SaaS companyExperience using NotionSome familiarity with Python or SQLBenefitsNotion is committed to providing highly competitive cash compensation, equity, and benefits.Company OverviewSolinius develops and sells financed solar kits for areas without access to traditional electrical infrastructure, primarily in East Africa. It was founded in 2017, and is headquartered in Pittsburgh, Pennsylvania, USA, with a workforce of 2-10 employees. Its website is http://www.solinius.com/.