Conversation Designer

.As Squarespace's first full-time Conversation Designer, you'll oversee the content in our Support Assistant chatbot. Our conversational AI strategy is in an exciting early stage, and there's a lot of room to take ownership, bring your expertise, and implement changes. You'll create conversation flows in DialogFlow, help design automated self-service actions, and fine-tune how we integrate generative AI into the experience.You're perfect for this role if you're a content strategist who takes end-to-end responsibility for complex projects, has a team-oriented mindset, and cares for the details in every string of text. You can cut through the AI industry hype and extract what's useful for our customers.You'll sit within the Customer Operations Content team alongside knowledge base and internal content writers. You will report to the Senior Content Team Manager and can work remote in select US states or in our New York office. You'll Get To… Manage conversation design for our support chatbot built in DialogFlow, from research to implementation. Experiment with new conversation flow ideas and process improvements. Use analytics, support volume trends, and AI training tools to identify and close gaps in the automated support experience. Play a key role in integrating generative AI, enhancing the bot with self-service actions, and scaling automated support into new channels and languages. Stay informed of new Squarespace product and policy changes, so you can train the chatbot on the latest information. Design solutions to ensure the scalability and reliability of the chatbot's library of content. Delegate bot maintenance tasks to KB writers and other teammates. Coordinate your own projects and cross-functional work using Jira. Provide vision, expertise, and influence about conversation design decisions. Collaborate with Help Experience Product/Engineering/Design, KB writers, and Customer Operations leaders. Who We're Looking For 2+ years of experience as a conversation designer, prompt engineer, or a similar role 3+ years of additional relevant experience, which can include either:Technical writing or UX writing Product design or UX design Systems administration (Zendesk or CRM) Experience creating customer flows using chatbots and other automated support tools Experience with DialogFlow or comparable language/intent chatbot builders, such as GCP, Azure, or Amazon Lex Applied knowledge of conversation design and support content strategy principles Understanding of NLP, training ML models, and payloads Understanding and points of view on implementing generative AI for support automation Experience with collaboration and project management tools like JIRA and Figma Experience using metrics to influence your work and assess outcomes Experience leading projects through collaboration and technical consultation