Senior AI Conversation Designer

Super.com

AI Conversation Designer at Super.com optimizing chatbot playbooks and voice interactions. Collaborating with teams to enhance AI performance and customer experience.

Posted 6/9/2026full-timeRemote • 🇺🇸 United StatesSenior💰 CA$72,000 - CA$113,000 per yearWebsite

About the role

Key responsibilities & impact

Design, build, and continuously optimize AI chatbot playbooks and conversational flows in our Decagon AI platform
Monitor and analyze Chatbot performance (CSAT, resolution rates, deflection), identifying opportunities to improve resolution and customer experience.
Collaborate with cross-functional teams to refine conversational design and ensure a smooth customer journey.
Build clear documentation and escalation paths for when AI self-service cannot fully resolve a customer issue.
Analyze bot feedback and performance trends to identify key drivers of satisfaction and friction.
Translate feedback into actionable recommendations for AI product, operations, and support.

Requirements

What you’ll need

Degree in Data Analytics, Communications, Marketing, Business, or a related field.
Experience developing and optimizing chatbot playbooks and conversational flows, with an understanding of voice AI conversation design, including VUI principles, prompt engineering, and multi-turn dialogue management. Experience with the Decagon Platform preferred.
Exceptional written and verbal communication skills, with experience writing and refining scripts for customer-facing AI across both chat and voice channels, including attention to conversational pacing and natural language patterns.
Strong analytical skills with the ability to interpret CSAT, NPS, and chatbot performance data and turn them into actionable insights.
Proficiency in CRM software and data analytics tools (e.g., Excel, Looker, Google Analytics) to extract insights and track bot performance.
Hands-on experience designing error recovery paths, escalation logic, and timeout handling for AI-driven customer interactions.

Benefits

Comp & perks

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

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

chatbot playbooksconversational flowsvoice AI conversation designVUI principlesprompt engineeringmulti-turn dialogue managementdata analyticserror recovery pathsescalation logictimeout handling

Soft Skills

written communicationverbal communicationanalytical skillscollaborationattention to detail