Automated Customer Experience / AI Quality Specialist

Automated Customer Experience / AI Quality Specialist

About Super.com http://Super.com

We started Super.com http://Super.com 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 Super.com http://Super.com 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.

About the role

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 Super.com http://Super.com.

About the team

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 Super.com http://Super.com 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.

What you’ll be working on:

• 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.

What we’re looking for:

• 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.

Bonus points for:

• 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.

We’ve got you covered:

At Super.com http://Super.com, 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 hours that suit you best. We trust you to get great work done on your terms.
• Time to Recharge: Enjoy unlimited PTO, company-wide recharge days, and annual team offsites.
• Everyday Perks: Weekly UberEats credits and travel discounts on SuperTravel help you enjoy the little things.
• Family-Friendly Benefits: We support growing families with generous parental leave and a flexible return-to-work plan.
• Comprehensive Compensation: Competitive salary, equity options, and top-tier benefits.
• Investing in You: Access to wellness budgets, personal development funds, and team-level learning resources.

At Super.com http://Super.com, we are proud to leverage cutting-edge artificial intelligence (AI) technology to make our hiring process smarter, faster, and more inclusive. By integrating AI tools into our recruitment, we enhance our ability to identify top talent efficiently while promoting fairness and consistency for every applicant.

Super.com http://Super.com is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify your Talent Acquisition Partner.