Conversation Designer

Detalhes da Vaga

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 For2+ years of experience as a conversation designer, prompt engineer, or a similar role3+ years of additional relevant experience, which can include either:Technical writing or UX writingProduct design or UX designSystems administration (Zendesk or CRM)Experience creating customer flows using chatbots and other automated support toolsExperience with DialogFlow or comparable language/intent chatbot builders, such as GCP, Azure, or Amazon LexApplied knowledge of conversation design and support content strategy principlesUnderstanding of NLP, training ML models, and payloadsUnderstanding and points of view on implementing generative AI for support automationExperience with collaboration and project management tools like JIRA and FigmaExperience using metrics to influence your work and assess outcomesExperience leading projects through collaboration and technical consultation.Plus: Familiarity with JSON and the basics of a state machinePlus: Experience with ZendeskPlus: Experience with FigmaPlus: Experience in customer support or other customer-facing rolesHow to applySubmit a portfolio with examples of past work. Your portfolio should highlight your experience creating and writing for automated or conversational support experiences.Please upload a cover letter.Benefits & PerksA choice between medical plans with an option for 100% covered premiums Health Savings Account with Squarespace fundingFertility and adoption benefitsSupplemental Insurance plansHeadspace mindfulness app subscriptionRetirement benefits with employer matchFlexible paid time offUp to 20 weeks of paid family leaveEquity plan for all employees$100 per month remote StipendAccess to supplemental insurance plans for additional coverageEducation reimbursementEmployee donation match to community organizations6 Global Employee Resource Groups (ERGs)Cash Compensation Range: $72,500 – $127,650 USDThe base salary for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors. In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), all Squarespace employees are eligible to receive equity in the company as part of their total compensation.About SquarespaceSquarespace (NYSE: SQSP) is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity, creating and managing social media presence with Bio Sites and Unfold, and hospitality business management via Tock. Our team of more than 1,700 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit www.squarespace.com/about/careers.Our CommitmentToday, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customers, but we also work toward the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.
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