CX AI Workflow Specialist - Remote Eligible

CX AI Workflow Specialist

As a CX AI Workflow Specialist, you will play a critical role in enhancing the effectiveness and consistency of Quince's CX AI initiatives. You'll lead quality assurance initiatives, design and maintain Agent Operating Procedures (AOPs), and partner with cross-functional teams to build and refine AI-enabled support workflows. This role sits at the intersection of CX, systems thinking, and AI tooling—and is ideal for someone who thrives in dynamic, fast-evolving environments.

Key competencies:

• AI & Systems Fluency
• Analytical & Process Design
• Clear Communication & Documentation
• Ownership & Continuous Improvement

Key responsibilities include:

AI Tools Configuration

• Author and iterate AI Agent Operating Procedures to ensure alignment with product, policy, and customer expectations.
• Collaborate with CS leadership to map customer journeys and align AI responses accordingly.
• Monitor the performance of AI-powered tools and co-pilot features to identify improvement opportunities.

Quality Assurance (QA) & Testing

• Define quality standards, calibration procedures, and feedback loops
• Implement scalable QA frameworks to evaluate CS AI agent performance.
• Fine-tune AI responses, in partnership with the Knowledge lead, to reflect brand tone and reduce hallucinations or mismatches.

Cross-functional Collaboration

• Work closely with engineering, product, and CX teams to prioritize improvements.
• Partner with the enablement team to create documentation and training materials for internal teams on using AI agents effectively.
• Monitor and report on performance KPIs, recommending improvements.

Qualifications include:

• 2–5 years in Customer Support, CX Ops, or a related AI/QA/process design role.
• Experience with quality frameworks
• Strong written communication skills; experience drafting knowledge base or SOP content.
• Experience with large language model (LLM) fine-tuning or prompt design.
• Systems thinker with a bias for structure, process optimization, and tooling.

Preferred qualifications:

• Familiarity with tools like Sidekick in Gladly, Fin In Intercom, Decagon, etc.

Key performance indicators (KPIs):

• AI Customer Satisfaction (CSAT) scores at or above 4.6
• Accuracy > 95%
• Containment rate > 40%

Equal Employment Opportunity (EEO) Statement

Our company does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Pay Range: $93,000 - $118,000 USD