Automated Customer Experience​/AI Quality Specialist

Automated Customer Experience / AI Quality Specialist

We started  to help maximize lives–both the lives of our customers and the lives of our team – so that everyone can experience all that life has to offer. For our employees, our promise is that  is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized.

We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career, and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.

Our mission is to make customer support easy, effective, and financially efficient. As AI support experiences continue to scale across chat and voice, maintaining high-quality customer interactions is critical to our success.

In this role, you will own the quality evaluation, operational auditing, and performance monitoring of our AI Agents across chat and voice channels. You will review customer interactions at scale to identify customer experience risks, escalation failures, policy gaps, conversational breakdowns, and opportunities to improve AI behavior.

You’ll work closely with Operations, Product, Engineering, and AI partners to ensure our AI Agents are resolving customer issues accurately, confidently, and consistently while protecting customer trust and driving CSAT improvements.

This is a unique opportunity to help define how AI Quality Assurance operates within Customer Support and directly influence the future of AI‑powered customer experiences at

This role is part of the newly formalized Automated Customer Experience (ACX) Team focused solely on the design, quality, performance, and optimization of our AI Agents. We believe  Customer Support is positioned to lead the industry curve in AI Agent support coverage and capabilities.

This team works closely across multiple Operations sub‑functions – including Business Operations, Technical Account Management, Engineering, QA, and Customer Experience teams.

• Review and audit AI chat and voice interactions to evaluate customer experience, AI agent performance, policy adherence, escalation handling, and resolution quality.
• Identify trends impacting CSAT, containment, customer effort, and operational performance through interaction reviews and data analysis.
• Monitor AI failures including hallucinations, looping behavior, incorrect resolutions, and poor handoff experiences to human agents.
• Analyse AI interactions to identify key business and customer insights.
• Partner with conversation designers, product and operations teams to improve prompts, escalation logic, recovery flows, and conversational behavior.
• Build scalable automated reporting frameworks and quality monitoring tools and guardrails that measure AI performance, customer impact, and operational risk across channels.

• Degree in Business, Communications, Customer Experience, Data Analytics, or a related field.
• Experience in AI chat and voice platforms, Quality Assurance, Customer Support Operations or customer experience analysis.
• Strong written and verbal communication skills with the ability to evaluate conversational quality across both chat and voice interactions.
• Analytical mindset with experience interpreting CSAT, QA trends, operational metrics, or customer feedback data.
• Experience working with CRM systems, support platforms, or AI support tools in a customer‑facing environment.

• Experience in AI Conversation design.
• Experience working with AI chatbot or voice automation platforms such as Decagon, Ada, Intercom, PolyAI, or similar tools.
• Previous experience building and maintaining QA scorecards, conversation analytics, sentiment analysis, or operational auditing frameworks.
• Experience in travel, fintech, marketplace, or SaaS support environments.
• Strong project management and cross‑functional collaboration skills.

At , we believe in supporting our team so they can thrive—both at work and in life.

• Remote‑First Flexibility:
  Work from anywhere in the world and choose the…