Remote Conversational Designer

We are seeking a Conversational Designer to build, launch, and optimize our next-generation customer service virtual assistants.

You will support multiple clients/brands turning complex customer service workflows into helpful, empathetic, and efficient automated conversations in the voice of each brand.

Key responsibilities include mapping conversation flows, writing dialogue scripts, and testing user interactions.

This is a remote position, but if you live within driving distance of one of our locations, you may be required to come into the office on occasion. This will be discussed with candidates that this applies to.

Key Responsibilities

• 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.

Qualifications & Experience

• 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.

EEO Statement:

[REDACTED] is an equal-opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, ancestry, age, disability, veteran status, or any other status legally protected by federal, state, or local law.