Remote Conversational Designer

• Map Service Journeys: Transform complex support policies (e.g., returns, complaints, troubleshooting) into intuitive, branching conversation flows.
• Write Brand-Aligned Scripts: Draft clear, concise, and empathetic dialogue for web chatbots, mobile apps, and AI Agent systems.
• Train NLP Models: Partner with data teams to identify user intents, map training phrases, and reduce BOT misunderstanding rates.
• Optimize Containment Rates and Escalation Protocols: Analyze chat transcripts to find drop-off points and continuously improve self-service and escalation resolution metrics.
• Seamless Escalation: Design smooth transition flows from automated BOTs to live human support agents when complex issues arise.

• Experience: 3+ years in UX writing, conversational design, BOT design or customer service content strategy.
• Industry Knowledge: Deep understanding of customer support metrics like First Contact Resolution (FCR) and Customer Satisfaction (CSAT).
• Communication: Ability to balance business logic with a user-first, empathetic tone.

Must be authorized to work in the US - No sponsorship available at this time.