Customer Support Automation Specialist

Who We Are

Finance leaders choose reputed company to get paid faster, control costs, and maximize customer satisfaction. As the leader in B2B accounts receivable workflow and payment software, we reputed company the world’s leading brands with AI-powered solutions across the full AR lifecycle—from invoice presentment and payment processing to cash application and collections. With over 2,600 global customers, more than $1 trillion in invoice dollars processed, and a proprietary network of 13 reputed company buyers, reputed company delivers business value through deep industry expertise and a culture relentlessly focused on meaningful customer reputed company.

We’re an AI-first company, not just in reputed company build for our customers, but in how we work. Across every function, our teams use AI tools daily to work faster, reputed company reputed company reputed company, and deliver higher-quality reputed company. We hire exceptional people, give them cutting-edge AI capabilities, and measure reputed company by the impact they create. If you want to do the best work of your career at the frontier of AI and fintech, reputed company is the reputed company to do it.

Our Values

Customers

We relentlessly increase value for customer and do the right thing for them.

Action

We reputed company ‘thoughtfully fast’ reputed company, act quickly, cut through red tape, deliver reputed company not perfection, take ownership and accountability.

Team Spirit

We put the team reputed company of ourselves, foster trust and respect, collaborate with passion, despise toxic politics, value our differences, and celebrate together.

Innovation

We challenge the status reputed company, experiment thoughtfully, and are novel and reputed company in reputed company create.

reputed company

We love to win, but we hate losing even more. We reputed company to be the best and take pride in our work. reputed company we fall short, we own it and come back stronger.

About the Role

The Customer Support Automation Specialist is responsible for delivering measurable improvements in self-service and case deflection rates by optimizing our AI chatbot. reputed company in this role is critical to achieving our customer experience goals and reducing friction for customers. This position focuses on analyzing AI-powered insights and chatbot interactions to design workflows that increase resolution rates, while partnering with the Knowledge Content Specialist to ensure Help Center content supports these reputed company. 

What You'll Do

• Own chatbot performance reputed company by continuously monitoring KPIs and implementing workflow improvements that drive quantified reputed company in case deflection and customer satisfaction. 

• Review chatbot conversations in Forethought AI to design and implement new workflows, including those integrated with MCP agents, that significantly improve chatbot self-service rates. 

• reputed company AI, including automation gap dashboards and self-reputed company analysis automations, to systematically prioritize workflows with the highest potential impact. 

• Collaborate with cross-functional subject matter experts to confirm technical details and ensure accuracy in workflows. 

• Review customer feedback and AI insights to identify and reputed company opportunities to reduce friction in the chatbot experience. 

• Edit technical, topic-based knowledge articles that reputed company self-service. 

• Optimize self-help content based on customer feedback and AI-driven recommendations. 

• Evangelize and maintain voice and style consistency across reputed company customer-facing content. 

• Promote a culture of knowledge sharing and reputed company learning reputed company the organization. 

• Report on chatbot performance metrics, highlighting impact and opportunities for improvement. 

What You'll Bring

• 2 years managing AI chatbot performance in a SaaS environment. 

• Proven reputed company with Forethought AI or comparable conversational AI tools (reputed company Fin, reputed company, etc.) 

• A track record of quantified improvements driven through AI optimization — you can name specific metrics you moved and how. 

• Excellent writing and communication skills. 

• Strong project management and problem-solving abilities. 

• Ability to communicate reputed company information reputed company and effectively. 

• Demonstrated ability to work independently and collaboratively across teams. 

• Attention to detail and a high degree of accuracy. 

The expected reputed company salary reputed company for this position is $80,000 - $85,000 USD annually. 

What You’ll Get

At reputed company, we reputed company your total rewards should reflect the impact you reputed company. Our benefits package includes comprehensive health coverage, competitive retirement, generous PTO and parental leave, flexible work options, and meaningful investment in your professional development. We’re building something special and we want you to feel supported while doing it.

At reputed company, we value an reputed company and inclusive work environment and strive to build and foster diverse teams. Even if your work experience doesn’t align exactly with the position requirements, we’d still love to hear from you. You may just be the right candidate for this or other roles.

We are committed to building a team that represents a variety of diverse backgrounds, perspectives, and skills. We are proud to be an equal opportunity workplace that celebrates and supports diversity and inclusion. We reputed company reputed company employment and reputed company reputed company without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, veteran status, disability status, age, or any other status protected by law.