Billtrust

Customer Support Automation Specialist

Billtrust

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $80,000 - $84,000 per year

About the role

  • 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.

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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AI analyticsKPI monitoringworkflow improvementstechnical documentationchatbot performance managementself-service optimizationknowledge gap analysiscontent publishingdata analysisSaaS
Soft Skills
analytical skillswriting skillscommunication skillsproject managementproblem-solvingcollaborationattention to detailindependenceknowledge sharingcustomer feedback analysis