As a Customer Success Chatbot Trainer*, you will utilize a third-party chatbot platform to write, train, monitor, and improve conversational support workflows. Under the Customer Support organization, you will report directly to the Knowledge Management Director and work collaboratively with other Fullscript stakeholders to provide a best-in-class chatbot experience for our customers.
Location: Ottawa, ON / Toronto, CA and surrounding areas.
*Not an engineering role.
What you'll do
- Daily monitoring and analysis of key performance indicators to identify and communicate trends and areas of improvement.
- Chatbot maintenance activities including conversation analysis for quality assurance purposes, training custom intents to improve accuracy, crafting new workflows to address unanswered topics, and updating workflows to reflect platform releases.
- Work closely with the AI Conversation Specialist to design and test API-integrated workflows that deliver personalized support experiences.
- Collect and action feedback collected from our Voice of the Customer program and other teams across the organization to ensure chatbot accuracy and customer satisfaction.
- Create and maintain a library of reference guidelines, standards, and workflows.
