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About the Role:
- Design, test, and optimize conversational experiences through prompts, response logic, and system instructions.
- Balance automation with human support to determine when AI should resolve customer needs independently.
- Monitor customer sentiment and conversation quality to continuously improve tone, clarity, and empathy.
What You’ll Be Doing:
- Analyze AI performance using KPIs such as CSAT, One-Touch Resolution, and retention to inform optimization priorities.
- Conduct recurring conversation reviews to identify friction points and emerging customer trends.
- Partner with cross-functional teams including Support, Product, Engineering, and Legal to align AI experiences.
Skills & Qualifications:
- 5+ years in CX, Customer Support Operations, or related discipline.
- 2+ years in LLM prompting, Conversation Design, or UX Writing.
- Hands-on experience optimizing AI-powered customer support experiences.
What We Offer:
- Competitive salary and health, vision, and dental insurance.
- 401K and generous paid time off plus company holidays.
- Wellness benefits, communications allowance, and product discount.
Ashley Digital
Ashley Digital is the e-commerce engine behind Ashley Furniture Industries, the largest home furnishings manufacturer and furniture store brand in North America. It is a fast-moving team of experts in data science, marketing, product, and creative, operating at a transformational moment to shape how people buy home furnishings.