Billtrust is the leading innovator in AR automation and B2B payments.

Customer Support Automation Specialist

Customer SupportCustomer SupportFull TimeRemoteTeam 501-1,000Since 2001H1B SponsorCompany Site LinkedIn

Location

United States

Posted

54 days ago

Salary

$80K - $84K / year

2 yrs expEnglish

Job Description

• Own chatbot performance outcomes by continuously monitoring KPIs and implementing workflow improvements that drive measurable gains in case deflection and customer satisfaction. • Review chatbot conversations in Forethought AI to design and implement new workflows that significantly improve chatbot self-service rates. • Leverage AI analytics, including knowledge gap dashboards, to prioritize workflows and Help Center updates with the highest potential impact. • Collaborate with cross-functional subject matter experts to confirm technical details and ensure accuracy in workflows and knowledge articles. • Review customer feedback and AI insights to identify and act on opportunities to reduce friction in the chatbot experience. • Write, edit, and publish 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 and knowledge base performance metrics, highlighting impact and opportunities for improvement.

Job Requirements

2+ years of experience creating customer-facing technical documentation or managing AI chatbot performance in a SaaS environment (both preferred).
Proven success leveraging AI tools for support case deflection; experience with Forethought AI is a plus.
Strong analytical skills with a track record of driving measurable results through AI optimization.
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.

Benefits

Work from Anywhere: Your home, a coffee shop, a company paid WeWork
A Culture that Lives its Values: Our values are not just words or window dressing, they guide our decisions - big and small - each and every day.
Flexible Working Hours: We support your lifestyle- the results are what count.
Open PTO: Work-life balance is important. We believe in giving our employees time to truly relax and recharge.
Sabbatical: A paid leave to reward longevity and commitment to Billtrust.
Paid Parental Leave: To promote parent-child bonding and increase gender equity at home and in the workplace.
Opportunities for Growth: Professional development can take many shapes. Join one of our seven ERGs or participate in our Mentor-Mentee, and Leadership development programs- we foster an environment where all employees can grow.
Recognition: From Billtrust Bucks and CEO Shoutouts to Culture Champion and CEO Excellence Awards, our employees are recognized for hard work and outcomes achieved.
Benefits: Medical, dental, vision, 401(k) with company match, short-term and long-term disability, flexible spending accounts, HSA, and life, cancer, and AD&D insurance.
Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.