Experienced Chatbot Operations Manager – Conversational AI, Automation, and Customer Support Innovation Leader

Welcome to blithequark

At blithequark, we are revolutionizing the way businesses interact with their customers through innovative technology and exceptional customer support. As a leader in the industry, we are committed to providing top-notch service and continuously improving our processes to meet the evolving needs of our clients. We are now seeking an experienced and highly motivated Chatbot Operations Manager to join our Digital Support team and play a critical role in shaping the future of customer support at blithequark.

About the Role

As a Chatbot Operations Manager at blithequark, you will be responsible for owning the strategy, development, and optimization of our chatbot and automation initiatives. This is an individual contributor role with the potential to grow into a people management position as the team expands. You will be the driving force behind our conversational AI and automation efforts, working closely with cross-functional teams to ensure alignment and successful implementation of chatbot and automation initiatives.

Key Responsibilities

• Lead Chatbot Development: Own the strategy, roadmap, design, implementation, and ongoing optimization and expansion of blithequark's customer-facing support chatbot.
• Implement and facilitate sustainable processes across Digital Support to regularly train the bot, address knowledge gaps, review conversation logs, and set in motion other feedback loops.
• Champion the End User Experience: Tailor chatbot interactions and handoffs for each of our customer segments, ensuring a seamless and personalized experience.
• Drive Automation Initiatives: Identify opportunities and implement solutions to automate self-service support processes, workflows, and responses across various surfaces.
• Content Creation and Optimization: Develop and maintain high-quality chatbot conversation flows, integrated/personalized experiences, internal documentation, and other support content to ensure accuracy and effectiveness for both customers and staff.
• Analyze, Improve, Report, and Own Performance: Continuously monitor chatbot and automations performance, analyze key metrics, and identify areas for improvement. Regularly report to stakeholders on key performance indicators and insights, with an emphasis on demonstrating meaningful impact.
• Collaborate Cross-Functionally: Work closely with colleagues in Support, Trust and Safety, Product, Engineering, Marketing, and other teams to ensure alignment and successful implementation of chatbot and automation initiatives.
• Stay Ahead of the Curve: Research and recommend emerging technologies and best practices in the emerging AI, chatbot, and automation space.

Requirements and Qualifications

To be successful in this role, you should possess the following skills and knowledge:

• 3 years of experience in a chatbot development, conversational design, support automation, and/or knowledge management role.
• Proven track record of successfully designing, building, and launching chatbots or other AI or automation-based interactive solutions.
• Strong understanding of and familiarity with natural language processing (NLP), GPT, LLMs, and conversational AI.
• Experience with chatbot platforms and tools (e.g., Ultimate, Zoom Virtual Agent, Sierra, Ada, ChatGPT, Gemini, etc.).
• Strong experience and comfort navigating, analyzing, and reporting metrics – able to explain highly technical concepts or data in layperson’s terms, but also able to dive into the weeds when necessary.
• Experience with automation and API tools and technologies, such as Pendo and Retool.
• Excellent analytical and problem-solving skills, with a penchant for being proactive and never settling for the status quo.
• Strong communication and collaboration skills.
• Passion for customer experience and a desire to solve key problems by improving support processes.

Bonus Points

The following skills and experiences are not required but are highly desirable:

• Experience with A/B testing and data-driven optimization.
• Experience in the SaaS industry.
• Familiarity with ticketing and CRM systems like Zendesk and Salesforce.
• Experience with AI-based translations.
• Familiarity with blithequark's products and services.

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Chatbot Operations Manager, you will have the opportunity to:

• Develop and expand your skills in conversational AI, automation, and customer support.
• Work with a talented team of professionals who are passionate about innovation and customer experience.
• Contribute to the development of new technologies and processes that will shape the future of customer support.
• Participate in training and development programs to enhance your skills and knowledge.
• Take on new challenges and responsibilities as the team expands and evolves.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and inclusive work environment. Our company culture is built on the values of innovation, collaboration, and customer obsession. As a member of our team, you can expect:

• A supportive and collaborative work environment that encourages creativity and innovation.
• A diverse and inclusive workplace that values and respects the contributions of all employees.
• A culture that prioritizes customer experience and satisfaction above all else.
• Opportunities to participate in company-wide initiatives and events that promote teamwork and camaraderie.
• A flexible and adaptive work environment that allows you to work from anywhere and at any time.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package that includes:

• A base salary range of $90,900 - $139,500, depending on location and experience.
• A wide range of benefits and perks, including paid time off, generous 401k match, commuter benefits, Health Savings Account (HSA), Flexible Spending Account (FSA), fertility reimbursement, group term life insurance, and wellbeing resources.
• Opportunities for variable compensation and Restricted Stock Units (RSUs).
• A comprehensive health insurance package that includes medical, dental, and vision coverage.
• A flexible and adaptive work environment that allows you to work from anywhere and at any time.

Conclusion

If you are a motivated and experienced professional looking to make a meaningful impact in the field of conversational AI and customer support, we encourage you to apply for the Chatbot Operations Manager role at blithequark. With a competitive compensation package, a dynamic and inclusive work environment, and opportunities for growth and development, this is an opportunity you won't want to miss. Join our team of innovators and help us shape the future of customer support.