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Super.com · 4 hours ago

AI Agent Support Experience Manager

United States

Full-time

Remote

Senior Level

$109K/yr - $153K/yr

5+ years exp

Super.com is a tech company focused on maximizing lives and providing an opportunity for employees to unlock their potential. In this role, you’ll lead a team to enhance customer support through AI Agents, ensuring high-quality interactions and customer satisfaction.

E-CommerceFinTechMobilePrice ComparisonPropTechTravel

Culture & Values

Responsibilities

Lead a team of content and quality specialists to deliver a best in class AI agent experience

Strategize the evolution of agent capabilities to discerning workflows

Leverage AI Agent performance data to continuously improve bot resolutions, containment rates, and customer experience across chat and voice channels, including platform-specific metrics for each interface

Develop strong partnerships with our AI Partners to ensure accountability and influence Partner roadmaps

Partner with cross-functional teams to refine conversational design—including VUI principles for voice—manage complex playbook architectures, and ensure seamless handoffs between AI systems and human agents to create a smooth customer journey

Qualification

AI playbook managementVUI design principlesData analytics toolsCRM software proficiencyCustomer experience orchestrationAnalytical skillsWritten communicationProject management

Required

Degree in Data Analytics, Communications, Marketing, Business, or a related field

5-8 years of relevant work experience in operations, consulting, or at a startup, including 3+ years in people leadership

Experience developing and optimizing chatbot/voice AI playbooks (conversation flows, intents, response logic, and VUI design principles for voice interfaces), with proven ability to manage multi-channel AI deployments

Exceptional written communication skills, with a focus on clear customer-facing messaging

Strong analytical skills with the ability to interpret performance data and turn them into actionable insights

Proficiency in CRM software and data analytics tools (e.g., Excel, Looker, Google Analytics)

Demonstrated ability to orchestrate customer experiences across multiple AI systems, including handoff protocols, escalation design, and maintaining consistency across platforms

Preferred

Experience in AI chatbot management (e.g., Ada, Poly, Decagon, Intercom, Drift) or equivalent AI support automation platforms

Exposure to travel, fintech, or SaaS industries

Knowledge of communication frameworks (e.g., neurolinguistic programming, Fogg Behavior Model)

Strong project management skills with a proven ability to manage multiple priorities

Benefits

Remote-First Flexibility : Work from anywhere in the world and choose the hours that suit you best. We trust you to get great work done on your terms.

Time to Recharge : Enjoy unlimited PTO, company-wide recharge days, and annual team offsites.

Everyday Perks : Weekly UberEats credits and travel discounts on Super.com help you enjoy the little things.

Family-Friendly Benefits : We support growing families with generous parental leave and a flexible return-to-work plan.

Comprehensive Compensation : Competitive salary, equity options, and top-tier benefits starting on day one.

Investing in You : Access to wellness budgets, personal development funds, and team-level learning resources.