Implementation Manager
Decagon
AI Support Specialist
Tilt (formerly Empower)
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $80,000 - $95,000 per year
Job Level
Mid-LevelSenior
About the role
- Ensure AI Agent resolves customer questions quickly and accurately
- Review conversations and performance data to spot patterns and identify fixes
- Work with Product, Engineering, and Support to roll out AI improvements
- Prioritize automation opportunities based on data and customer feedback
- Recommend changes to content, workflows, or integrations to improve experience
- Monitor AI performance and share updates with broader team
- Influence broader customer support practices based on learnings
- Report directly to Manager of Digital Transformation on Customer Operations team
Requirements
- 4+ years of experience in customer support, customer experience, or support operations
- Background in fintech preferred but not required
- Track record of working on cross-functional projects
- Strong communication skills and ability to turn customer insights into clear recommendations
- Proficient in maintenance of enterprise-level conversational AI and virtual agent platforms
- Comfortable working with data dashboards or support analytics tools
- Familiarity with APIs and basic understanding of system integrations
- Bonus: experience with version control tools like Git or some programming experience
- Must be legally eligible to work in the United States
- Willingness to travel for company offsites at least twice per year
