We started 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 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 and financially efficient. We are obsessed with reducing the time, contacts, and steps it takes to solve a customer’s problem or question, and believe that effective AI Support is the cornerstone to our success.
In this role, you'll shape the way we communicate and support our customers through our AI Agents—both chat and voice —across multiple channels and partners. You will own all things related to AI Agent communication, training, and experimentation, including playbook creation for both text-based chat flows and voice conversational design. You'll collaborate directly with cutting-edge AI partners to create and optimize playbooks that ensure customers receive clear, helpful, and consistent support regardless of whether they're chatting or calling.
This is a unique opportunity to blend communication strategy, AI playbook management, and data-driven insights to impact our North Star: customer satisfaction directly.
About the team
This role is part of the newly formalized, AI Agent Experience Team focused solely on the training, performance, and optimization of our AI Agents. We believe Super.com Customer Support is positioned to lead the industry curve in AI Agent support coverage and capabilities. Through experimentation and listening to our customers' experiences, we advocate for continuous AI experience evolution and shape our partners’ roadmaps.
This team works closely across multiple Operations sub-functions - including Business Operations, Technical Account Management, and Engineering.